Customer Service Manager

JR United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Client Services Lead to enhance client relationships and operational processes. In this dynamic role, you will lead the analysis of business operations requirements and collaborate with various stakeholders to implement best practices. The ideal candidate will possess strong client services skills and a solid understanding of insurance processes. This position offers an exciting opportunity to influence operational standards and improve client satisfaction while working in a supportive environment that values innovation and teamwork.

Qualifications

• Experience in insurance underwriting or operations is essential.
• Strong client relationship management skills are required.

Responsibilities

• Act as the main contact for operational matters between clients and the digital team.
• Monitor service delivery and ensure service level targets are met.
• Develop long-term relationships with clients and identify process improvements.

Skills

Client Services Skills

Project Management

Negotiation Skills

Conflict Resolution

Insurance Knowledge

Agile Methodology

Tools

Insurance Technology

Job description

Our client, a market leading MGU, is looking for a Client Services Lead. Reporting to the Head of Operations, as Client Services Lead you will be responsible for supporting a portfolio of Clients by leading the analysis of business Operations requirements, determination of appropriate processes, tools and approaches, and the application of standards and best practices. Working with the Clients, Digital team, vendors, carrier and other partners, you will influence standards and best practices for Client needs.

Ideal candidates will have experience working in insurance underwriting, operations, or similar areas, as well as possess strong Client Services skills. We are looking for an individual who can cover the spectrum of managing repeatable processes to being able to communicate and work dynamically with both the Client, vendor, and internal stakeholders.

Responsibilities:

• Act as the main contact between them and the Digital team and vendors for all Operational matters.
• Monitor service delivery and work with the Digital team to ensure that agreed service level targets are met and communicate issues to the Series as appropriate.
• Develop long-term relationships with Series/customers, proactively identifying improvements in the delivery of Operation processes or opportunities for Business Systems solutions which will increase profitability and/or both internal and external customer satisfaction.
• Collaborate with other team members to adhere to standards, framework, and best practices for delivery of Operations processes and technology applications and products.
• Cultivate and maintain relationships with Clients and internal and external stakeholders to identify emerging trends, needs and opportunities to provide distinctive value and outcomes for our clients.
• Synthesize requests, uncover inherent trends, make recommendations about associated implications to business performance, and communicate findings and recommendations to a variety of audiences.
• Develop and maintain a working knowledge of key business processes to be seen as a trusted advisor to the business in identifying and owning Operations problems and process improvements.

Preferred Technical Skills:

• Client Services – managing relationships with a portfolio of clients for the life cycle of the engagement.
• Project management experience and managing business projects for the full life cycle, from inception to implementation.
• Negotiation and conflict resolution skills.
• Understanding the fundamentals of commercial insurance processes/services.
• Working knowledge of insurance technology (i.e. policy and program admin systems).
• Understanding of Agile project management and development process.