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Affinity and Program Business Operations and Support Manager
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**General information**:
- **City**:Milan
- **Country**:Italy
- **Creation Date**:01-Dec-2025
- **Employment Type**:Permanent
- **Employment Type**:Full time
- **Ref #**:1234572090- **Description & Requirements**:
- Role Title: Affinity and Program Business (APB) Operations & Support Manager - Italy- Division: APB - Operations- Department: Operations- Location: Milan, Italy- Type: Permanent-
- Liberty Specialty Markets (LSM) is a global specialty and commercial insurer operating in 65 offices with over 1,700 employees. Through both Company and Lloyd’s markets, LSM offers a broad product range across the UK, Europe, Middle East, US, and other regions. LSM fosters a culture of communication, teamwork, performance, and ambition, promoting career growth and celebrating success. Diversity & Inclusion is central to its values, encouraging collaboration and unique perspectives to drive innovation and better decision-making.-
- Liberty Mutual Insurance Group, founded in 1912 and headquartered in Boston, is a leading global insurer with operations in 30 countries and over 50,000 employees. It ranks 68th on the Fortune 100 list and offers a wide range of insurance products including personal, commercial, specialty lines, and reinsurance.-
- Affinity & Programme Business (APB) is a strategic initiative within LSM Europe aimed at supporting growth by managing high-volume, low-premium SME commercial insurance through delegated authority arrangements. APB focuses on underwriting, distribution, governance, claims, and operations, with a central management team supporting local branches.-
- The APB Operations & Support Manager Italy plays a key role in managing delegated business from the LSM Italy office. Responsibilities include due diligence, onboarding, regulatory oversight, agreement management, performance monitoring, responsibility for the bordereau management process, including ensuring bookings for premiums and claims are checked and processed correctly by our BPO partners. The role supports underwriting, claims, and operations teams, and collaborates with central functions like Legal, Compliance, and Finance. It reports directly to the APB Operations & Support Manager Europe and interacts with local and central teams to ensure market-specific practices are aligned with broader strategic goals.-
- Liberty aims to generate over USD 100 million in APB premiums by 2026, with this role critical to achieving that target through efficient, collaborative, and systematic processes.-
- Key Responsibilities Collaboration & Stakeholder Engagement
-- Work closely with the APB Operations & Support Manager Europe, local APB managers, COO, operational teams, project/change managers, and other key stakeholders. Support the Country General Manager, Underwriting, and Distribution teams on all APB matters.
- Process Review & Improvement
-- Identify, analyze, and enhance country-level processes. Recommend short-term improvements and medium-term enhancements aligned with local market practices.
- Business Development & Onboarding
-- Support request for proposal’s and new business presentations with the European Distribution Team. Prepare materials for the Business Partner Scoring Matrix, assist with due diligence, onboarding, including drafting of contracts endorsements and renewals and ensure quality standards are met.
- Data & Systems Management
-- Work with bordereau management systems, analyze and interpret data, and ensure accurate and timely processing by Genpact. Contract set up and bordereau mapping, ongoing management and issue resolution when setting up coverholders in our data systems and support downstream data flow into financial systems.
- Framework Implementation & Oversight
--- Reporting & Performance Monitoring
-- Bordereau management responsibilities, ensuring receipt within agreed contract terms, validation of data (manually or using our bordereau platform), supervising the booking process (premium and claims) and liaising with Credit Control to ensure correct allocation of cash or cash queries are managed with the coverholder. Prepare individual and consolidated reports for internal and central APB reviews. Manage Quarterly Business Reviews and external audits, coordinating follow-up actions.
- Client & Partner Engagement
-- Assist with client visits and audits (internal and external), prepare agendas and performance reports, and document meeting outcomes. Support stewardship reviews and initiate data analysis ahead of renewals.
- Issue Resolution & Continuous Improvement
-- Respond to processing queries, troubleshoot ad hoc issues, raise red flags early, and support implementation of new bordereau tools. Own continuous improvement actions across APB operations.
- 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 th
