Client Operations Leader | Reporting & Process Improvement

Jobtailor; Kansas; On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor is seeking an experienced operational contact for its Top Insurance Client Programme in Kansas. You will manage day-to-day client service delivery across regions and practice areas.

You will build relationships with client stakeholders, oversee reporting, governance, and contract commitments, and drive continuous improvement across operations.

This role requires strong communication, KPI management, and ability to coordinate commercial changes and client onboarding.

Qualifications

• Excellent verbal and written communication skills.
• Strong understanding of insurance claims and legal service delivery processes.
• Experience producing, analysing and interpreting management information to identify performance trends, risks and opportunities for improvement.
• Experience managing client reporting, KPIs, service levels and contractual service requirements.
• Experience reviewing and implementing client contractual requirements, including assessing operational impacts and delivery considerations.
• Commercial awareness and understanding of how client requirements influence operational delivery, resourcing and business performance.
• Strong stakeholder management skills and proven track record of building effective relationships with clients, partners, fee earners and Business Services teams.
• Confident presenting to clients and internal stakeholders, both in person and virtually.
• Proven track record of delivering continuous improvement initiatives and operational projects.
• Pragmatic problem solver, capable of identifying solutions and driving issues through to resolution.
• Strong understanding of Business Services functions and their role in delivering client requirements.
• Highly organised, with excellent attention to detail and a structured approach to managing competing priorities.
• Proactive and adaptable, committed to continuous improvement and positive change.
• Advanced knowledge of Microsoft Office, particularly Excel and PowerPoint

Responsibilities

• Act as the primary operational contact for assigned clients across regions.
• Build relationships with client stakeholders, partners, fee earners and Business Services teams.
• Oversee day-to-day operational delivery and governance activities across regions and practice areas.
• Ensure contractual commitments, service levels, reporting obligations and governance activities are delivered consistently.
• Represent the firm in client meetings, performance reviews, governance forums and operational working groups.
• Manage operational queries, coordinate actions and support resolution of service delivery issues.
• Support operational initiatives, service enhancements and process improvements.
• Maintain understanding of client contracts, SLAs and operational requirements.
• Support contract renewals, new business opportunities and client onboarding activities.
• Assess new or amended client requirements, feasibility, resource implications and costs.
• Coordinate contractual and commercial changes, including billing arrangements, rate updates, reporting requirements and operational processes.
• Lead delivery and review of client reporting and management information.
• Analyse client, operational and performance data to identify trends, risks and improvement opportunities.
• Support client performance and governance meetings with analysis, commentary and insight.
• Improve data quality, reporting compliance and operational processes.
• Support client retention, growth and new business activities.
• Contribute to operational projects and strategic initiatives, coordinating activity and monitoring progress.

Skills

Client reporting management

Insurance claims understanding

Performance data analysis

Stakeholder management

Continuous improvement initiatives

Excellent verbal communication

Excellent written communication

Proactive problem solving

Highly organized

Attention to detail

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Jobtailor is seeking an experienced operational contact for its Top Insurance Client Programme in Kansas. You will manage day-to-day client service delivery across regions and practice areas.

You will build relationships with client stakeholders, oversee reporting, governance, and contract commitments, and drive continuous improvement across operations.

This role requires strong communication, KPI management, and ability to coordinate commercial changes and client onboarding.