Inside ARTes: A conversation with Katie Ryan, Underwriting Operations Manager

Inside ARTes is a series of conversations with the individuals who influence and inspire the way we work — inside ARTes and beyond. Each piece offers insight into the thinking, craft and character behind our partnerships.

For the first edition, we spoke with Katie Ryan, our Underwriting Operations Manager. Katie joined the business early in its journey and plays a central role in how the company’s underwriting operations function day to day. Known within the team for her attention to detail, problem-solving mindset and willingness to challenge how things are done, she has helped shape a number of the processes that support ARTes’ growth.

In this conversation, Katie reflects on her unconventional route into insurance, the satisfaction she finds in improving systems and processes, and a memorable first trip to the United States that tested her resilience.

1.        You didn’t follow the traditional sixth form or university route — you went straight into work after your GCSEs. What shaped that decision, and how has it influenced the way you approach your career?

My brother was homeschooled and my sister was doing an apprenticeship, so growing up I always knew there were options beyond the traditional A‑levels and university route. I did start sixth form, but I wasn’t sure what direction I wanted to take. Around the same time I had the opportunity to do some work experience in insurance and when a role came up, I decided to take it. Starting work without the usual qualifications made me feel that I needed to prove myself a little more. Beginning right at the bottom meant learning the detail of how everything works, and that grounding has been incredibly valuable throughout my career. It also made me very grateful for the opportunities I’ve had — I’ve always felt that if I want to progress, I need to work for it and demonstrate what I can do.

2.        You’re known for questioning how things are done and improving processes. Where does that instinct to challenge the norm come from?

Part of it comes from wanting to understand the bigger picture. When I first started working, people would ask me to complete tasks and I wanted to understand why I was doing them and how they contributed to the business overall. I also enjoy helping people solve problems. If someone is struggling with a process or constantly running into the same issue, I’m naturally curious about how we might improve it. I’ve always enjoyed the technical side of things too — formulas, Excel, bits of coding. When you realise you can use those tools to make something quicker or easier for someone, it’s very satisfying. Ultimately it’s problem‑solving, and I find that genuinely interesting.

3.        Can you share an example of something you’ve refined or improved at ARTes simply by asking, “Why are we doing it this way?”

One of the biggest improvements we’ve worked on recently involved what we used to call the underwriting plan. Previously, underwriters were updating a manual spreadsheet every day to track submissions and progress, even though much of the information already existed in our underwriting system. We stepped back and looked at what the spreadsheet was actually being used for. Once we understood that, we started replacing it with automated reports generated directly from the system, alongside task management tools. The result has been far less double entry and a more reliable process. We’re now continuing to refine it further by exploring automation and AI tools to support reporting.

4.        Your attention to detail and note‑taking are often mentioned as standout strengths. What does “doing a job properly” mean to you?

A lot of that developed over time. I realised quite early that it’s much better to do something properly once than to do it three times because something was missed. When Chris or Richard ask me to do something, they’re usually moving quickly, so I try to capture as much information as possible at the start. I also make a point of explaining what I’ve done when I send work back — even a short note about where information came from or how I approached something can help provide context and avoid misunderstandings. In the end it’s really about respecting everyone’s time, including your own.

5.        You’ve worked with your sister, your dad, and now your brother reports to you at ARTes. How have you made that dynamic work so well?

I’ve always been very close to my family, which definitely helps. My dad and brother are both very technically minded, so we often bounce ideas off each other when we’re trying to solve problems. Sometimes those conversations sound quite intense — people have said it sounds like we’re arguing — but we’re really just debating ideas to reach the best solution! In some ways, working with family makes it easier to be honest because you know the intention is to improve things. My dad has also been a mentor to me throughout my career, which has been incredibly valuable.

6.        ARTes places a lot of emphasis on partnership and culture. From your perspective, what makes the team environment here different?

It’s very collaborative. Everyone is encouraged to contribute ideas and question how things are done. New people joining the business often bring a fresh perspective, and that’s something we value. There’s also a strong sense that people want to help each other succeed. If someone is struggling with something, others will step in to support them. It doesn’t feel competitive internally — it feels like a team working towards the same goal.

7.        We’ve heard your first trip to the US tested your resilience… what happened?

It was my first trip abroad on my own and my first long‑haul flight. The purpose of the visit was to meet our US partners and work through some operational issues we’d been experiencing. The journey itself was eventful — delays, an emergency alarm in the airport and lost luggage along the way. Then shortly after arriving I came down with a pretty unpleasant sickness bug. The trip was meant to last three days, but I only managed to spend one full day in the office. Thankfully our partners were very accommodating and we managed to cover everything we needed to during that time. It was stressful at the time, but it proved that sometimes you can still achieve a lot even when things don’t go exactly to plan!

8.        What excites you most about your future at ARTes and the opportunity to develop your role?

I joined ARTes early in its journey, so it’s exciting to be part of the company’s growth.

At the moment my focus is underwriting operations, but over time I’d like to expand that into a broader operations role across the business — becoming more involved in areas like reporting, project delivery and the wider operational framework that supports the company as it grows.

One of the things I really value about ARTes is the opportunity to keep developing. I’m currently working towards my CII Diploma and recently completed a PRINCE2 Foundation course in project management, which has been really useful when we’re looking at operational improvements and new initiatives. I’m also keen to develop my technical skills further, particularly around Power BI and data reporting.

Working in a growing company means there are always new projects and opportunities to learn, which suits me well. Being able to develop my own skills while helping shape how the business evolves is something I’m really looking forward to.