|
|
|
|
|
View from the Top - Part 1 |
Part 2
|
PROFILE
|
 |
|
|
|
Marilyn Elphick
|
Company: Hiscox.
Interviewee: Marilyn Elphick.
Job Title: Operations Manager.
The Subject: City underwriter
Hiscox has improved its service levels after outsourcing
a range of back-end processes.
PERSONAL FILE
NAMES: Marilyn Elphick.
BACKGROUND: Marilyn joined
Hiscox in 1998 as Operations Manager working with the
company’s underwriters. She quickly realised that the
company’s first outsourcing contract wasn’t going well
and helped develop the first SLA and drew up formal
written procedures for the contract. She is now responsible
for all Hiscox’s BPO contracts. In addition, she has
operational responsibility for the UK Retail business,
processing clients’ insurance policies.
She is also currently the operations
lead on a project to set up an internet-based system
for Hiscox’s brokers so that they can quote and issue
policies online.
Marilyn has worked in the insurance
industry for 14 years, initially at Chubb Insurance,
managing the operations for all its UK offices. Prior
to this, she was a manager with the Storehouse Group.
|
Q: WHAT FIRST LED HISCOX TO USE OUTSOURCING
SERVICES?
A: Initially, it was very much a case of us outsourcing by
default. In 1996, we bought Economic Insurance and moved the
underwriters to our London office. We then sold the site in
Sittingbourne and outsourced the back-office processing to
an outsource company, Eastgate Policy Processing, in 1997.
That company became Capita Insurance Services and we have
gradually outsourced all our front-end and back-end data entry
and non decision-making processes to them – allowing us to
concentrate on our core competency, which is underwriting.
The main drivers for this have been service, cost, and the
flexibility to respond quickly to market changes.
More...
If you are not registered with the site, please register now to read the rest of this page.
If you are registered, please sign in to read the rest of this page.
Conspectus 2004
|
Copyright © 2004
|
 |
|
|
|
