Hybrid AVP, Business Operations at CNA Hardy

Position Summary

We are seeking to an Assistant Vice President (AVP) of Business Operations. This role is accountable for all underwriting support and internal business services across both the UK and Europe.  

The role remit covers both strategic development and effective delivery of:

• Underwriting support, including: Customer Service Centre and all off-shore service providers
• Cored underwriting assistant model
• Delegated and facilities underwriting processing
• Operational excellence
• Business resiliency and disaster recovery
• Facilities and office security

This is a senior role within the Operations team and can deputise for the Vice President of IT and Operations at relevant meetings and internal projects. 

Key Responsibilities

Accountable for ensuring that operational areas fully support the business strategy. Will define, champion and deliver all areas of operational excellence, partnering with key stakeholder to ensure end to end services are effective, efficient and meet internal and regulatory requirements.

Accountable for both strategy and delivery on all aspects of the role. The role holder will need to move seamlessly from strategic planning to day to day operational delivery. Addressing high levels of complex business problems to daily office based operational issues. The role remit covers both strategic development and effective delivery of:

• Underwriting support, including: Customer Service Centre and all off-shore service providers

• Cored underwriting assistant model

• Delegated and facilities underwriting processing

• Operational excellence team

• Business resiliency and disaster recovery

• Facilities and office security

• Underwriting Support
  • Accountable for the development and delivery of underwriting support services
  • Lead underwriting operations with a focus on streamlining processes, improving productivity, and fostering a culture of continuous improvement.
  • Develop and implement operational strategies to improve efficiency, reduce costs, and enhance the quality of underwriting decisions.
  • Oversee Operational policies and procedures to ensure alignment with organisational goals, compliance, and industry standards.
  • Work with the broader business and Underwriting Vice Presidents to drive an improved and efficient operating model that reduces processing costs across the organisation while improving responsiveness and quality
  • Develop key metric reports, reporting to a wider stakeholder audience and takes a proactive collaborate approach to resolving key issues that may span multiple business areas.
  • Accountable for the UA cored model across both the UK and Europe, ensuring standardisation and efficient support delivering the best customer service (both internally and externally)

• Operational Excellence and Process Optimization:
  • Drive operational excellence initiatives through the identification, design, and execution of process improvement projects (e.g., Lean, Six Sigma) that impact CNAH more broadly.
  • Manage and optimize underwriting & operations workflows, tools, and systems to enhance accuracy and speed.
  • Improve or establish and monitor performance metrics (KPIs) to track the success of operational improvements and ensure underwriting performance meets or exceeds expectations.

• Business Resiliency:
  • Manage organisational resiliency, ensuring the company is equipped to manage risks and is prepared for continuity in line with established norms and regulatory requirements.
  • Work closely with CNAH management teams to create proactive resiliency plans and ensure business continuity is effective and performant.

• Facilities
  • Accountable for the effective and smooth running of all offices across CNA Hardy (UK and Europe), including real-estate management, internal services and office safety

• Team Leadership and Talent Development:
  • Lead, mentor, and develop a high-performing team of professionals across the teams within remit, fostering a culture of accountability, innovation, and collaboration.
  • Identify skill gaps and implement training programs to ensure the team remains proficient
  • Promote a resilient organizational culture by fostering open communication, flexibility, and agility within the team.

• Technology and Innovation:
  • Collaborate with IT, the Transformation Programme and other relevant departments to evaluate and implement new technologies, changes in the operating model and to deliver the benefits of the Transformation programme.
  • Stay informed on industry trends and technological advancements that could impact underwriting operations and recommend innovative solutions to enhance competitiveness.

• Collaboration and Stakeholder Management:
  • Work closely with internal stakeholders such as claims, finance, risk management, and legal teams to ensure underwriting operations align with overall organizational objectives.
  • Foster strong relationships with external partners, including reinsurers, brokers, and regulatory bodies, to stay abreast of industry changes and enhance underwriting practices.

• Perform other duties as directed by the VP, CIO & Head of Business Transformation or CNA Hardy management.

Key Performance Indicators (KPIs):

• Reduction in operational costs related to underwriting processes.
• Improvement in underwriting cycle time and accuracy.
• Enhanced resilience through risk mitigation strategies and business continuity planning.
• Employee engagement and retention within the team.
• Successful implementation of process improvements and technology adoption.
• Delivery of relevant components of the Transformation Programme.

Skills, Knowledge & Abilities

• 10+ years of experience in insurance underwriting operations, with at least 5 years in a leadership role.
• Proven track record in operational excellence, process improvement, and change management.
• Strong experience in managing large teams and driving cross-functional initiatives.
• Knowledge of risk management and business continuity planning within insurance organisations.
• Strong leadership, organizational, and project management skills.
• Deep understanding of underwriting principles, systems, and technology.
• Expertise in process optimization methodologies such as Lean, Six Sigma, or Agile.
• Excellent analytical and problem-solving skills.
• Ability to communicate and collaborate effectively with executive leadership, peers, and external stakeholders.
• Good matrix management skills and ability to balance competing priorities in time sensitive situations
• Able to foster working relationships within the team, client departments, and 3rd parties with ease.
• Superb written and oral communication skills, able to produce meaningful documentation for both senior stakeholders and technical delivery teams
• Excellent interpersonal, consultative and communication skills. Ability to interact effectively at all levels with clients, consultants, vendors, peers, and IT management and staff
• Experience with subscription-based specialist insurance, i.e. Lloyd’s market, ILU or LIRMA

The Company

CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We offer a highly specialised and comprehensive portfolio of innovative and market leading products. Coverage is available to businesses of all sizes for domestic, international and global exposures.