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Key responsibilities include: 1. Development of the Standard Services and Product Offerings in Operations: • Support Sales during the negotiation with new clients • Lead Operations discussion with clients • Support Operations discussions with internal functions • Identify and communicate any operation issues/risks and devise solutions • Develop the Operations manual to be included in the negotiated contract • Define implementation requirements • Develop the servicing manual 2. Handle New Client Implementations (NCI) and Change Requests (CR), Support to Servicing: • Project manage the implementation of clients • Project manage the activation of new clients and process changes/improvement of existing clients • Drive joint-implementation with client • Develop process flows and procedures • Liaise with IT team to ensure system implementation • Manage the set-up of referrals, billing and earnings • Establish effective Operation risk-controls • Conduct system UAT and sign-off on development • Set-up metrics and monitor clients • Develop documentation to support the servicing of client • Act as the Servicing interface between the Serving unit and lenders mainly in Germany for data delivery & processing clarifications (exceptions, incidences, escalations, regular communication) 3. Identify Improvement Opportunities in Operations Client Implementations and Servicing: • Support servicing activities post implementation where applicable • Own completions and performance data (data defining the customer relationship) • Run regular and systematic Lender Implementations Audits (mapping, data, billing, logic) • Record metrics and monitor success • Analyse exceptions report and improve processes/implementations considering cost benefit factors and Operation's strategic approach
Skills and experience; essential:
• Significant experience working as a Business Analyst within Operations or Technology functions • Business / technical level language skills in English and German (verbal & written) • Understanding of software development lifecycle and SQL. • Experience of constructing process flows and business requirements documentation • Understanding of decision logic, and logic trees. eg IF THEN ELSE • Project Management experience • Change agent with the ability to influence at all levels within an organisation • Ability to work with colleagues and clients across different countries • Ability to handle multiple and varied tasks/projects at one time Skills and experience; preferred: • Prior experience in dealing with external customers, in particular in facilitating customer facing meeting and discussions • Insurance / Financial Services experience, and ideally technical knowledge of mortgage banking and insurance databases and IT systems • Educated to degree level or beyond in Information systems / computer science / engineering or similar • Any additional European languages Genworth Financial is a leading global insurer serving the lifestyle protection, retirement income, investment and mortgage insurance needs of more than 15 million customers throughout 25 countries. It employs some 7,000 people worldwide, boasting a diverse and talented team of professionals. In Europe, Genworth focuses on Payment Protection and Mortgage Insurance, working with banks, IFA's and other financial institutions. Its products help these groups to grow their business by reducing the risk of their loan portfolios and increasing revenues. By combining its pan-European experience with local knowledge and service, Genworth Financial offers its clients a unique partnership approach. For more information on Genworth, please visit: www.genworth.com
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