Digital Platform Operations Broker Support Manager

Role Title: Digital Platform (DP) Operations Broker Support Manager

Division: Portfolio Solutions - Operations

Department: Operations

Location: Paris, France

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.

Digital Platform is a strategic initiative within LSM Europe aimed at supporting growth by providing brokers an online quote and bind system for their use. Digital Platform is part of Portfolio Solutions responsible for providing the insurance market alternative capabilities to work the insurance market for specialty insurance.

Role Overview

The Broker Digital Platform Support role is responsible for supporting brokers and other key users throughout their lifecycle, from onboarding and contracting to ongoing operational support. This includes setting up brokers in the Distribind data management system, ensuring data integrity, and acting as a user owner for broker-facing digital solutions. The role requires excellent customer facing skills, strong technical experience, a collaborative mindset, and the ability to drive continuous improvement in broker operations.

Key Responsibilities

Broker Support & Contracting

• Serve as the primary point of contact for broker onboarding, support, and ongoing relationship.
• Creation & maintenance broker/user data on the platform, user access requests & closures
• Maintenance of user product configuration & company/user maintenance user guides/processes
• Communications with customers/users/stakeholders for planned or unplanned system outages or issues and progress on remediation
• Communications with teams/stakeholders and users regarding new features delivered
• Demo new features to internal and external users; support training and training materials
• Manage broker contracting processes, including due diligence, drafting, renewal of agreements.
• Ensure all broker documentation and regulatory requirements are met and maintained.

Digital Platform & Data Management

• Set up and maintain broker records in the Distribind data management system, ensuring accurate mapping and data flow.
• Troubleshoot and resolve issues related to broker data, system access, and operational queries.
• Collaborate with IT and data teams to enhance platform functionality and broker experience

Digital Product

• Act as user representative for broker-facing digital platform, gathering requirements, prioritizing enhancements, and coordinating with product and development teams.
• Manage Customer service (Capture details, support queries, triage issues, owner of issue escalation process & guidelines), communication of feedback/issues to POs for prioritisation
• Maintenance of feedback log
• Simple Product Configuration and maintenance
• Support E2E and UAT testing and training for new platform features or updates.

Reporting & Performance Monitoring

• Analyze broker use of the system.
• Prepare regular reports on broker performance, operational efficiency, and data quality.
• Support the integration of broker data into downstream financial and operational systems.

Process Improvement & Compliance

• Identify and implement process improvements to streamline broker onboarding and support.
• Support head of Portfolio solutions Ops, in designing and defining process improvements
• Ensure compliance with regulatory and internal standards for broker management.
• Participate in audits, reviews, and continuous improvement initiatives.

Stakeholder Engagement

• Work closely with underwriting, operations, compliance, and finance teams to align broker processes with business objectives.
• Support internal and external audits, prepare meeting agendas, and document outcomes.
• 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

Skills & Experience

• Experience in broker support, contracting, or customer facing digital platform/quote and bind operations within insurance or financial services.
• Proficiency in Excel; working knowledge of R and/or Python is highly desirable.
• Familiarity with data management systems (Distribind or similar) and digital products.
• Strong analytical, problem-solving, and communication skills.
• Ability to work collaboratively in cross-functional and virtual teams.
• Self-starter with a structured, logic-driven approach to business analytics and decision-making.
• Knowledge of regulatory and operational requirements in the insurance sector is a plus.
• Fluent in French and English; other language skills are an advantage.

About Liberty Specialty Markets (LSM)

Liberty Specialty Markets is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• 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.

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