General information

Description & Requirements

• Acts as the daily liaison between the country Underwriters, Claims Handlers, Credit Control Specialist and the Global Shared Services Organization (GSS) and brokers
• Contacts the Shared Services Organization in case of customer/broker requests or urgent issues on behalf of the underwriting and claims teams.
• Review and field all Level 1 processing queries and request for additional information not resolved by Underwriters or Claims Handlers (Level 0 completed by GSS teams).
• Review and field all Level 1 QA/QC queries and respond proactively to resolve and identify root cause analysis. Feeding back continuous improvement opportunities to the team. (Level 0 completed by GSS and/or QA/QC teams)
• Level 1 policy subjectivities follow up to local brokers (i.e. phone), (Level 0 completed by GSS)
• Field and respond to all onshore MNP administrative queries and requirements from brokers, collaborating with the Global LSM MNP Operations and GSS team as required. (Local language)
• Field and respond to all onshore coinsurance administrative queries and requirements from brokers, collaborating with the Global LSM MNP Operations and GSS team as required. (Local language)
• Assist with oversight and coordination of all local language policy issuance and/or queries, working closely with GSS teams/offshore centres. (Local language)
• Help with calculation and understanding of any complex local taxes and duties, as elevated by underwriters and/or GSS teams/offshore centres. (Level 0 completed by GSS)
• Has knowledge of local ways of working and regulations, supports local underwriters and claims handlers with processes and procedures as required.
• Full knowledge and support on questions on the One EU processes and LSM Workflow Management System (called DOT).
• Act as local country advocate and guide ensuring adherence to One EU processes and procedures. Elevating challenges, improvement opportunities and non compliance to management as identified.
• Act as a point of enquiry for all new users on One EU processes and procedures
• Responds positively when data quality issues are identified within his/her work, and takes corrective actions in timely manner.
• Help create reports and provide statistical information from data gathered via MI Dashboard and branch reports for Country Business Operations Managers or teams as requested.
• Assist in user acceptance testing when various system changes implemented.
Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules ,Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing.

• Good verbal and written communication skills
• Good MS Office skills such as Excel and Powerpoint
• Experience of working to varying and tight deadlines
• Ability to work in collaboration with a diverse set of teams and cultures
• Good relationship building and team work skills
• Strong analytical skills required. The candidate preferably has an economics and/or consultancy background. University degree.
• Language skills: Can speak English as a 2nd foreign language next to the local language.
• Ability to work independently and use their own initiative
Strong analytical and problem-solving skills

• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
A supportive culture, which includes promoting a healthy work-life balance and working flexibly.