Client Services Manager - FR and EN Speaker

Henner Group; Lisboa; Presencial; EUR 45 000 - 60 000; Tempo integral

Resumo da oferta

Henner Group is seeking a Client Services Manager in Lisbon to lead a team focused on delivering excellent management of international health insurance plans. This permanent role requires building, organizing, and leading a dedicated team of Client Services Officers.

As a key player in strengthening our client-focused organization, you will ensure satisfaction, quality process adherence, and continuous improvement. Fluency in English, French, and Portuguese is essential.

Qualificações

• Proven experience in improving customer journeys or client services.
• Able to work in a self-directed, fast-paced environment.
• Familiar with KPIs and administration processes.

Responsabilidades

• Build, organize and lead a dedicated team of Client Services Officers.
• Ensure service excellence in managing international health insurance plans.
• Control and monitor activity reports and ensure quality process adherence.

Conhecimentos

Customer satisfaction

Team leadership

Organizational skills

Fluent in English

Fluent in French

Fluent in Portuguese

Formação académica

Degree in insurance or management

Ferramentas

Administration software

Descrição da oferta de emprego

Our Operations Department is recruiting a "Client Services Manager - FR and EN speaker W/M" on a permanent contract. Your position is based in Lisbon.

Reporting to the Operations Site Manager, you will be responsible for building, organizing and leading a dedicated team of Client Services Officer, ensuring service excellence in the management of international health insurance plans.

This new role is key for strengthening our client-focused organization, allowing us to expand capacity, reinforce client management, and create a specialized team operating independently from existing structures.

You manage and supervise the activity of your team:

• You control and monitor activity reports (reports, deadlines);
• You ensure the satisfaction of all your contacts (policyholders, partners, internal and external customers, etc.);
• You ensure that our quality process is respected in your team;
• You contribute to the improvement of processes (quality, efficiency, deadlines, etc.);

You are in charge of your clients in your scope:

• You represent the company by preparing the meetings and the presentations;
• You manage the complaints;
• You work with our sales managers to improve client satisfaction;
• You work with our sales managers on tender process;
• You will work hand in hand with your clients and bring support and expertise for all highlights of the year (renewal discussion, communication to the employees, contractual follow up etc.).

You support your team on a daily basis:

• You recruit, integrate and support the development of all your employees in accordance with our "caring" values;
• You define and challenge collective and individual objectives;
• You detect talent and help your employees grow by listening to them, being close to them and understanding their training needs.

YOUR PROFILE

You have a previous successful experience in improving customer journey, client service or similar job roles. A degree in insurance or management will be a plus... but your personality interests us just as much.

You are able to work well in a self-directed, fast paced environment and you use initiative. You are familiar with administration software, KPI’s. You are methodical and demonstrate rigor, organization and reactivity on a daily basis. You are concerned with achieving the objectives set: processing quality, volumes, deadlines. You are enjoy working within a team. You are customer satisfaction oriented.

You are thorough, organized and have an eye for detail, oriented results and you have proven skills to adapt to change and build trusted relationships.

You are a team player, can actively listen and have a commercial feeling that will help you succeed in your role.

You must be fluent in English and French (level C1) and in Portuguese in order to carry out your missions.

In short, you are someone who can be counted on and who also likes to be able to count on a respectful and supportive work environment.