Head Of Service Delivery, Munich Re Specialty Insurance

American Modern Insurance Group Philadelphia , PA 19107

Posted 2 months ago

Job Description:

  • This position can be located in either Philadelphia, PA or Princeton, NJ.

  • Note to internal candidates - We will consider candidates at the I or J band levels.

We're adding to our diverse team of experts and are looking to hire those who are committed to building a culture that enables the creation of innovative solutions for our business units and clients.

The Insurance Operations

Munich Re US is launching new insurance operations described as Munich Re Specialty Insurance that will unite the strengths and expertise of Munich Re's specialty commercial teams in North America under a new management structure. This will allow for the development of an overarching sales strategy through which the specialty risk appetite and product offerings can be profitably optimized and expanded.

As a member of Munich Re's US operations, we offer the financial strength and stability that comes with being part of the world's preeminent insurance and reinsurance brand. Our risk experts work together to assemble the right mix of products and services to help our clients stay competitive from traditional reinsurance coverages, to niche and specialty reinsurance and insurance products.

The Opportunity

Future focused and always one step ahead

The Head of Service Delivery leads the organization's internal and external servicing teams. They will drive initiatives to enable continuous process improvement and understand that excellent service to our customer, clients and partners is a competitive advantage. This role is a key member of the operations and technology leadership team and reports to the Chief Operating Officer. Effective communication and influencing of other leaders in the organization is crucial. They will oversee the development and build of superior service teams and drive high engagement through metric driven outcomes.

Key to the achievement of our goals to become a digital enterprise which leverages data analytics in order to make decisions about current and future risks, you'll be empowered and expected to support and add to our culture of innovation and the data vision for the future.

In this position you will:

  • Manage all middle and back office functions including policy administration, policy servicing, call center operations, agency management / on-boarding, program management and other servicing functions within the Munich Re Specialty Insurance organization.

  • Accountable for the teams and processes that support internal and external customers, clients or business partners.

  • Work in concert with front office teams to promote and execute on a customer driven servicing value proposition.

  • Provide oversight and guidance for significantly complex or high impact business initiatives with the goal to deliver exceptional service to internal and external customers, clients or business partners.

  • Hold teams' leaders accountable to service metrics and rallies the team around hitting monthly and annual KPIs.

  • Promote a continuous culture of process improvement and drive efficiency in every area of the servicing function.

  • Work closely with HR and learning and development teams to create training and continuous upskilling of teams in order to scale quickly as the business grows.


Successful candidates will be possess the following skills/capabilities:

  • Bachelor's Degree required.

  • 15+ years or experience and a proven track record of managing all internal and external service operations that interact with customers, clients and partners.

  • Experience building or enhancing existing service teams to drive operational efficiency and excellence. A strong manager of people and processes.

  • Strong influencing skills to ensure alignment with the front office on service level objectives and value proposition to the customer, client and partner.

  • Understanding of insurance systems, processes / workflows for policy and claims administration required.

  • Experience designing and implementing service center KPIs or balanced scorecards.

  • Experience with lean process improvement initiatives, a plus.

Employment Type

Full Time

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service & Support Representative Specialty Sr

PNC Bank

Posted 3 days ago

VIEW JOBS 9/14/2019 12:00:00 AM 2019-12-13T00:00 Position Overview Job Description Summary At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. As a Customer Service and Support Representative within PNC's C&IB Treasury Management organization, you will be based in Philadelphia, PA at the Eastwick Center. Scheduled Hours: Monday - Friday 11AM to 7PM Job Description * Performs advanced customer service activities and initiatives for specialized products and services. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. Focus on problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners. * Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served. * Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. May interact with higher levels within the customer organization. * Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Serves as a coach or mentor and may serve as a trainer to the customer service team. * Documents customer interactions and completes service requests to minimize customer effort or additional action. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: * Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. * Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework. Competencies Accuracy and Attention to Detail – Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy. Client Relationship Management – Knowledge and ability to determine and satisfy client needs and maintain a partnering relationship during engagements; includes influencing, communicating, presenting, facilitating, managing and developing others. Customer Experience Management. – Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point. Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions. Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Fraud Detection and Prevention – Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations. Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations. Products and Services – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations. Tech Savvy – Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being. Pursues opportunities for continuous learning to obtain knowledge and build on ability to use technology tools, such as mobile tools and digital wallets. Work Experience Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered. Education Associates (Required) Disability Accommodations Statement: The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com. The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET. Equal Employment Opportunity (EEO): PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. PNC Bank Philadelphia PA

Head Of Service Delivery, Munich Re Specialty Insurance

American Modern Insurance Group