Operations & Client Relationship Manager Private Clients

All; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work

Career growth

Global exposure

Job summary

McLarens is seeking an operational and client relationship manager to join its Private Clients Practice in the UK, with regular access to the London office. You will lead the regional support function, coordinate client activity, and drive efficiency in handling private client claims.

You will work closely with Heads of Private Clients and Executives to manage relationships, ensure high service levels, and contribute to regional growth strategies.

Qualifications

• Experience in an insurance or private clients loss adjusting environment is beneficial but not essential.
• Fast-paced office and/or administration experience required.
• Ability to learn and adapt to systems efficiently.
• Organised, methodical, accurate with strong output quality.
• Good interpersonal and communication skills.

Responsibilities

• Lead the regional support function for administration of new claims and risk screening.
• Collaborate with Adjusters to assist with investigations and enquiries.
• Manage file lifecycle, diary management and proactive claims handling from setup to conclusion.
• Oversee the support team and cover Adjuster caseloads during leave.
• Liaise with insured, insurers, brokers and stakeholders to ensure customer service quality.
• Produce technical reports in line with standards and timescales.
• Ensure time reporting and billing complies with internal policies.
• Develop and run MI for clients and internal use.

Skills

Relationship management

Communication

Organisational skills

Time management

Analytical mindset

Tools

Word

Excel

Job description

We currently have an exciting opportunity for an operational and client relationship manager to join our Private Clients Practice. The role can be based UK wide although would require regular access to London office.

Purpose

Reporting to the Head of Private Clients you will lead the Support function within the region with the overall objective of providing effective support to Executive Managers and Adjusters, aiding the region’s efficiency and productivity in the handling of private clients claims. In addition you will act as co-ordinator for any client activity within the practice including functions, MI requirements, growth strategy and relationship management of key clients.

The opportunity:

Key Accountabilities

Your responsibilities will include lead of the support function for:

• Administration of new claims including receiving instruction, issuing acknowledgments, setting up files and undertaking of risk screening and triaging.
• Working closely with Adjusters to assist with investigation and validation enquiries.
• Controlling the lifecycle of the files to drive diary management and support the proactive management of claims from setting up to conclusion.
• Management of the support team
• Overseeing Adjuster caseloads when necessary during periods of leave
• Liaising as required with the insured, insurers, brokers and any other stakeholders to ensure optimum customer service, becoming a point of contact where needed for interested parties.
• Aiding the production of technical reports for Adjusters in compliance with professional standards and internal guidelines and in accordance with agreed timescales
• Ensuring time reporting and billing is compliant with internal standards processing and systems.
• Developing and running management information for clients as well as for internal use, including performance measurement and data integrity reports
• Ensuring company standards are met in relation to all technical and operational policies and procedures, including data protection and information security.
• Account management support where required.
• Incoming telephone calls / resolve queries
• Invoicing
• Other ad hoc work as required
• Identify and assist on the delivery of the regional growth opportunities by:
  • Working closely with the Head of Private Clients/Executive Managers on an Area / Regional Broker / Insurer strategy
  • Working with the regional team to identify opportunities and assisting with the delivery of those opportunities
  • Promote an environment of client focus and encourage and facilitate client interaction at all levels
  • Providing suitable resource to participate in the Account Management of existing or prospective Insurer clients.

Experience and Qualifications

• Previous experience in an insurance or private clients loss adjusting environment would be beneficial but not essential
• You must have experience in a fast-paced office and/or administration environment
• The ability to learn and adapt to systems effectively and efficiently
• Organised and able to self-manage workload, having a methodical, accurate and analytical approach to work, with a considerable pride in the quality of output.
• Good working knowledge of Word and Excel
• Excellent interpersonal and communication skills, being able to communicate in a clear, concise and structured manner
• Strong relationship management skills, with a capability of establishing good working relationships with your team, colleagues and all parties
• Confidence in leading presentations & providing agendas/minutes – internally & externally
• Excellent stakeholder management with an ability to manage multiple priorities and conflicting demands
• Thrive in a high-pressured working environment
• Be driven to meet and exceed targets
• Flexible with regards to travel which may be required as and when

The workplace
Since 1932, we’ve been who people turn to in tough times. That’s a huge responsibility. It’s also a huge opportunity. McLarens is a premier independent loss adjusting and forensic technical services firm, with a global network that delivers consistently excellent service supported by deep local expertise.

Our work spans industries and the globe. From disaster relief to aviation, engineering to natural resources, our people get everything they need to impact lives on a global scale. We take our development seriously and offer careers that empower our people to strive for bigger goals and reach new heights. And we’ve got the expertise to help them get there: our Loss Adjusters boast an average of over 20 years' experience.

We’re building a culture where talent shines. Where ambition is everything. And people come first. It's your career, so why compromise?

What Drives Us:

At McLarens, our commitments shape every experience- for our clients, our people, and the communities we serve.

• Purpose: Positively impacting people and communities across the globe.
• Progress: Excellence, expertise, and growth opportunities.
• Place: Our culture of empowerment, support and belonging.

The Benefits:

Our people live by a shared set of values: Excellence, Teamwork, Respect, Knowledge, Thought Leadership, and Accountability. Together, they contribute to an inclusive culture that will help you thrive.

Here’s what else we offer:

• Compensation: Competitive salary and performance-related incentives.
• Development: Access to technical training, global knowledge-sharing, and career growth opportunities.
• Wellbeing & Flexibility: Support to balance professional and personal life (e.g., hybrid work, flexible schedule where applicable).
• Global Exposure: Opportunity to work with colleagues and clients across different countries.
• Inclusive Culture: A collaborative environment where your voice and contribution are valued.

Individual progress, global purpose. It’s all here at McLarens.

Our Company is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, religion, national origin, age, disability, veteran status, or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories.