Senior Manager - Client Services & Customer Operations

Hood Group Ltd.; Southend-on-Sea; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK insurance services provider is recruiting a Senior Manager - Client Services & Customer Operations. This critical role involves ensuring success with key insurance partners, managing high-value contracts, and leading a proficient team. The ideal candidate should have extensive experience in client relationships within financial services, strong analytical and communication skills. Benefits include 31 days annual leave, health cash plan, pension, and employee recognition programs.

Benefits

31 days annual leave

Employee Assistance Program

Eye Care Vouchers

Pension Scheme

Health cash plan

£250 referral incentive

Social company events

Employee Recognition Scheme

Qualifications

• Extensive client relationship experience within financial services.
• Strong commercial acumen and analytical skills.
• Proven experience in operational management and governance.
• Excellent written and verbal communication skills.
• Ability to work independently and proactively deliver objectives.

Responsibilities

• Build and maintain strong relationships with key commercial partners.
• Act as the main contact for assigned accounts, ensuring outstanding service.
• Oversee the governance model for clients, ensuring compliance.
• Coordinate client meetings and management information processes.
• Provide leadership and direction to senior team members.
• Analyse data to recommend efficiency improvements.
• Manage service, contractual, or trading issues as required.

Skills

Client relationship management

Commercial acumen

Analytical skills

Operational management

Communication skills

Job description

We are recruiting for a commercially minded Senior Manager - Client Services & Customer Operations to join our senior management team. Reporting to the Associate Director - Customer Operations, you will be the primary liaison between Hood Group and our key insurance partners, ensuring commercial success, robust contractual governance, and exceptional service delivery.

This is a pivotal role, responsible for developing and delivering commercial strategies, managing the lifecycle of key contracts, and leading a high-performing team to exceed revenue targets, drive client retention, and identify growth opportunities. You will act as the senior escalation point for our IP clients, managing daily engagement on commercial, service, and contractual matters, as well as overseeing incident and issue management.

Established in 1983, Hood Group is a UK-based insurance services provider with over four decades of industry expertise. We collaborate with start-ups, consumer brands, and major insurers to deliver innovative insurance solutions. At Hood Group, we are committed to helping our partners, including John Lewis Partnership and Ticker Insurance, to transform their insurance propositions through pioneering business models and products.

Key Responsibilities

• Build and maintain strong relationships with key commercial partners, clients, and stakeholders.
• Act as the main point of contact for assigned accounts, ensuring consistent communication and outstanding service delivery.
• Oversee the governance model for each client, ensuring compliance and driving improvements where possible.
• Coordinate and lead client meetings, reporting, and management information (MI) processes.
• Provide people leadership and direction to senior team members, supporting both front-line and back-office operations.
• Analyse financial and operational data to recommend and implement improvements for efficiency and commercial success.
• Escalate and manage service, contractual, or trading issues as required.

What We Need From You

• Extensive client relationship experience within financial services.
• Strong commercial acumen and analytical skills.
• Proven experience in operational management and governance.
• Excellent written and verbal communication skills.
• Ability to work independently and proactively deliver objectives.

Why Join us?

At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it's about being part of a community that makes working at Hood Group truly exceptional.

Our comprehensive benefits package includes:

• We are offering 31 days annual leave (including bank holidays)
• Employee Assistance Program
• Eye Care Vouchers including discount on glasses
• Pension Scheme
• Health cash plan
• Incentive of £250 on Refer a friend scheme
• Social company events, we want you to be part of the Hood Group community
• Employee Recognition Scheme - Hood Heroes, we celebrate and recognise your contribution to Hood Group
• We will supply your laptop and any other necessary professional equipment as required