PRIMUS Global Solutions (PRIMUS UK & Europe)
Service Manager
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Role: Service Manager – Insurance
The ideal candidate will have strong experience in Insurance Service Management, Application Support, Production Support, Guidewire applications, Verisk Rulebook, Insurance Rating Engines, Underwriting Operations, Policy Administration, Claims Lifecycle, and Rating & Quoting.
Key Responsibilities
- Lead end-to-end Service Management and Service Delivery for insurance applications and technology platforms.
- Manage Application Support, Production Support, Incident Management, Problem Management, Change Management, and Major Incident Management (MIM).
- Ensure adherence to SLAs, KPIs, OLAs, regulatory compliance, and operational standards.
- Drive continuous Service Improvement initiatives to improve operational efficiency and customer satisfaction.
- Conduct regular Service Reviews, Governance Meetings, Operational Reviews, and Stakeholder Reviews.
- Act as the primary point of contact for business stakeholders, technology teams, clients, and vendors.
- Manage escalations and coordinate resolution of critical production issues.
- Prepare Executive Dashboards, Service Reports, KPI Reports, and Operational Metrics.
Verisk Rulebook
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- Experience with Verisk Rulebook and insurance rating/underwriting rule implementation.
- Manage Verisk Rulebook configuration/exposure and support rule changes.
- Support implementation of Insurance Rating Rules, Rating Algorithms, Forms, and Regulatory Updates.
- Coordinate integration between Guidewire and Verisk products.
- Work closely with business and underwriting teams on rating, quoting, compliance, and product enhancements.
Guidewire
- Strong experience managing and supporting the Guidewire platform, including:
- Guidewire PolicyCenter
- Guidewire BillingCenter
- Guidewire ClaimCenter
- Guidewire Production Support
- Guidewire Release Management
- Guidewire Patch Management
- Guidewire Environment Management
- Guidewire Application Support
- Guidewire API Integrations
Mandatory Insurance Domain Skills
- Specialty Insurance
- Commercial Insurance
- Property & Casualty (P&C) Insurance
- Underwriting Operations
- Policy Administration
- Claims Lifecycle
- Rating & Quoting
- Insurance Rating Engines
- Insurance Application Support
- Insurance Production Support
Mandatory Technical Skills
- Guidewire PolicyCenter
- Guidewire BillingCenter
- Guidewire ClaimCenter
- Verisk Rulebook
- Insurance Rating Engines
- API Integrations
- SQL
- Production Support
- Incident Management
- Problem Management
- Change Management
- Major Incident Management
- Service Management
- Release Management
- Stakeholder & Vendor Management
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Manage relationships with
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Business stakeholders
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Technology teams
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Product teams
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Third-party vendors
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Offshore/onshore support teams
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Drive effective communication across business and technology functions.
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Manage escalations and ensure timely resolution of critical incidents.
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Coordinate with vendors and product teams for Guidewire and Verisk-related issues and enhancements.
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