Affinity and Program Business Operations and Support Manager

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 Netherlands plays a key role in managing delegated business from the LSM Netherlands 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

• Apply the APB Framework, including delegation scales and oversight levels. Ensure knowledge sharing with local teams and manage ongoing regulatory and due diligence requirements.

• 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 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

Do you have experience in R?, * Language & Market Knowledge *

• Fluent in Dutch and English.
• Experienced in delegated APB business models and familiar with market practices and regulations in the Netherlands and broader European insurance markets.

• Technical & Analytical Skills

• Strong understanding of bordereau principles and data analysis.
• Proficient in Excel (pivot tables, formulas); knowledge of 'R' or Python is a plus.
• Experience with data management systems and underwriting processes.

• Regulatory & Operational Awareness

• Knowledge of regulatory and underwriting risk factors.
• Comfortable managing agreements, audits, and stewardship reviews.

• Communication & Teamwork

• Excellent interpersonal and communication skills.
• Collaborative team player, adept at working in agile, cross-functional, and virtual teams.

• Initiative & Delivery

• Self-starter with strong initiative and ability to meet project deliverables.
• Structured, logic-driven approach to business analytics and decision-making

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., 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.