Head of P&C Application Services

• Maintain, and evolve future-ready platforms by fostering collaboration with product owners, IT, and stakeholders, ensuring intuitive user experiences, service continuity, and alignment with strategic priorities.
• Unify and empower cross-functional teams to deliver consistent, innovative, and high-performing tools that support underwriting excellence and scalable business growth across all P&C business units in collaboration with IT team and Business teams.
• Drive automation, innovation, and performance through common development processes, integration of emerging technologies, and data-driven governance using dashboards and KPIs.

• Define Maintenance Strategy & Execution

• Develop and implement a comprehensive maintenance strategy to support tool reliability and user satisfaction.
• Define and document maintenance processes, ensuring clarity and consistency across teams.
• Design and manage a communication strategy, including: Email templates and content guidelines and Distribution lists and communication frequency
• Utilize workflow tools to streamline maintenance operations and ensure traceability.
• Ensure continuity of service through proactive planning and risk mitigation.
• Establish and maintain a testing strategy, including:Test Books / Non-Regression Testing (NRT) / Sanity Checks

• Accountable for Maintenance Quality Management

• Accountable for the high quality of service for all the tools within the P&C Business Units
• Own the end-to-end service quality for all P&C tools, ensuring alignment with business needs and operational excellence.
• Define and track Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) in collaboration with Business, Product Lead on incidents, response time, user satisfaction….
• Measure and report on service performance, ensuring transparency and accountability.
• Communicate service levels and performance insights to stakeholders through structured reporting on system health, user satisfaction, and improvement initiatives.
• Identify service gaps and lead corrective actions to continuously improve service delivery
• Ensure continuity of service .

• Coordinate Product & User Experience improvement with Product Leads

• Engage with Product Leads on User Improvement and ensure that the right priorities are made for the user satisfaction.

• Coordinate change management and training with Product Leads

• Coordinate change management activities in collaboration with other P&C Operations teams and Product Leads

• Ensure that user documentation is up to date

• Ensure all user documentation is accurate, up to date, and aligned with current business rules and system features in collaboration with Product Leads
• Maintain and evolve documentation formats, including transitioning to Wiki or other collaborative platforms for better accessibility and version control.

• Current scope of Products

• SBS and Cedant Fac: UP
• Reinsurance :RUP
• Syndicate : Xuber,
• MGA: Alpha
• Claims: various tools

• Champion the adoption of AI technologies to enhance product support and user experience:

• Lead the development and maintenance of Copilot for Product Support, including:

• Defining user journeys and interaction flows.
• Creating and maintaining comprehensive documentation.
• Designing and executing test plans to ensure the quality and relevance of AI-generated responses.
• Promote the use of automated testing frameworks to improve product reliability and reduce manual effort:

• Collaborate with QA and development teams to continuously improve testing efficiency and accuracy.

• Team Leadership

• Lead the 1st line maintenance team: Organize, manage, and improve the team's effectiveness and efficiency.
• Team Development: Encourage continuous development in technologies, frameworks, processes, and techniques to foster career growth.
• Team Selection and Organization: Select, organize, and train team members.
• Task Allocation and Quality Assessment: Allocate tasks, assess deliverables, and provide regular feedback.
• Team Spirit: Foster a positive team spirit and contribute to a collaborative work environment.
• Performance Reviews: Conduct annual reviews and manage compensation.
• Career Development: Support and encourage career development within the team.

• Foster collaboration and knowledge

• Ensure Product knowledge between business analysts
• Ensure versatility between business analysts

• Extensive experience on the Maintenance management and software application within an agile environment either in a consulting firm or in Insurance/Reinsurance company / Broker
• Project management and team management experience
• Experience has a Product Owner / Scrum Master is a plus
• Knowledge of underwriting processes and/or tools with an international scope is a plus.

• Ability to manage a team.
• Good understanding of Business and IT processes and willingness to constantly update knowledge.
• Ability to work and effectively in teams
• Analytical and pragmatic approach to problem solving.
• Proactive, open-minded and possessing good team spirit in a cross-cultural environment.
• Strong communication skills with the ability to signal problems early and identify appropriate solutions
• Ability to provide clear and regular updates on progress and raise alerts to the right management level within the organization
• Effective prioritization and deliver to agreed deadlines.
• Resilience to approach challenging issues with a positive outlook.
• Ability to multi-task and work on more than one issue simultaneously.
• Demonstrates good attention to detail

SCOR