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Role and Responsibilities
Reporting to the Operations Manager, the Operations Coordinator will be responsible for overseeing and ensuring the effective delivery of operation services for their assigned MGA. This role focuses on performance, quality, and continuous improvement, ensuring both internal and external stakeholders receive exceptional service.
Essential Functions
- Act as the Operations subject matter expert for your allocated MGA, providing guidance, insight, and hands-on support across day-to-day operations.
- Serve as a key liaison between the MGA and third-party service providers, ensuring smooth delivery of administrative and operational services.
- Collaborate closely with the outsourced services team to identify suitable activities for offshoring, ensuring alignment with business priorities and efficiency goals.
- Deliver training, guidance, and process knowledge to the outsourced services team, supporting consistent service quality and understanding of operational standards.
- Review and maintain up-to-date process documentation to support accurate delivery by the outsourced team and internal stakeholders.
- Act as the primary point of contact for the outsourced services team, addressing operational queries and providing timely support or escalation as needed.
- Oversee agency management activities, including agency application processes, TOBA completion, and ongoing due diligence maintenance.
- Own and perform credit control and reconciliation activities, including cash allocations and issuing statements of account.
- Manage task workflows to ensure alignment with service level agreements and deliverables.
- Support compliance efforts, conducting regulatory checks (e.g., sanctions screening, third-party due diligence) and upholding internal controls.
- Contribute to onboarding new MGAs and defining service scopes.
- Assist with continuous process improvements and participate in the development of new operational services and systems.
- Attend regular Service Review Meetings and MGA service/performance meetings to discuss performance, resolve issues, and drive continuous improvement.
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Preferred Technical Skills
- Experience with policy administration systems (PAS)
- Familiarity with underwriting, claims, and renewal workflows
- Proficiency in Microsoft Excel (including pivot tables, VLOOKUP, and basic formulas) for reconciliation, reporting, and analysis.
- Comfortable with data entry, validation, and reconciliation to ensure operational accuracy.
- Experience in account reconciliation, cash allocation, and issuing statements.
- Knowledge of sanctions screening and third-party due diligence
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Experience
- 5 years of progressive experience in insurance industry (Insurance Company or MGA) preferred
- Client-facing experience is necessary
- CII qualifications desired but not necessary
- Excellent communication and collaboration skills required, to effectively work with a variety of business partners
- Ability to work dynamically between key stakeholder teams
- Self-motivated and innovative with the ability to organize and manage own work, and effectively work in collaboration with others
Preferred Skills
- Relationship building/management
- Strong Customer focus
- Conceptual Thinking Capability
- Problem owner as well as resolver
- Team player
- Project management
- Communication and presentation skills
Additional Information
- This is a remote position. Planned, in-office activities will be required.
- You must live in the UK and be authorized to work in the UK without requirement of employment sponsorship/visa.
- Mission is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Skills
Policy Administration Systems
Underwriting Workflows
Claims Workflows
Microsoft Excel
Account Reconciliation
Cash Allocation
Sanctions Screening
Third-party Due Diligence
Relationship Management
Project Management
Client Facing Experience
Process Documentation
Credit Control
Stakeholder Management
Compliance
Operational Support
Location