We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

For more than 50 years, we’ve combined our unique data with advanced technologies in new ways to unlock meaningful insights about risk, moving forward to become a global leader in cutting-edge analytics.

Summary and Purpose

The Whitespace Platform went live in August 2019. It is a truly digital platform used by brokers and underwriters in the London market to agree the terms of insurance contracts, including writing and signing lines and issuing endorsements.

We place a premium on meeting our customers' high expectations of our products, maintaining our excellent service level track record and helping customer get the best experience, both through direct assistance and pointing them in the direction of the growing self-service capabilities of the Platform.

The Business Support Manager has responsibility for managing the day to day running of a group of Platform Support Analysts, ensuring they deliver an exceptional support service to all our clients.

The role will normally be based in our office in Bishopsgate, London, although at present the team is also working from home. Part-time working remotely can be accommodated. The Support Desk operates on a rota system between 8am and 7pm Monday to Friday. We will consider both full-time and part-time applicants.

Main Duties

• Managing day to day running of helpdesk
• Providing an escalation-point for clients
• Continuous improvement of the support process
• Ensuring Platform service and incident SLAs are met
• Assisting the Platform Support Manager with recruitment / Resource planning
• Provide Structured objectives / Mentoring / Performance Reviews for members of the team
• Line management duties including annual reviews, objective setting, personal development planning, succession planning, etc.
• Ensure team members are motivated and have the right level of training to do their job
• Manage personal growth of team members
• Service reporting to Account Managers / Service Delivery Managers & clients
• Ensure client benefit is at the heart of everything we do
• Ensure that data security and data privacy corporate guidelines and processes are followed
• Be supportive of product development and product strategy initiatives.  Assist product teams, COO and architects in implementing the business vision
• Assisting our busy teams of analysts and developers in maintaining and resolving issues in the development and test environments
• Ensure department processes are documented and adhered to.  Ensure knowledge is captured, protected and shared accordingly
• Identify, manage and mitigate the risks that exist in the department/team (operational

Experience Required

• 2+ years in a commercial insurance market customer-facing software support role, including acting as a manager / team leader
• Experience working with demanding high-profile clients
• Experience of line management and personnel management
• Demonstrated ability to work in a high-pressure environment
• Exceptional communication skills
• Strong problem-solving skills / Able to think outside the box
• Affinity for working with complex software products
• Ability to prioritise and resolve issues to high standards and within Service Level Agreement timelines
• Ability to motivate and listen to team members
• Experience working with customer technical teams who have a mixed level of understanding of authentication, including OIDC, B2B configuration and SSO
• Programming in scripting languages and tools including Python, JQuery
• Working with and manipulating JSON documents

Education / Training / Qualifications Required

• A formal tertiary qualification, preferably a completed degree in computer science, business information systems or similar
• ITIL foundation level

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.  We value learning, caring and results and make inclusivity and diversity a top priority.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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