Client Operations Manager

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

Act as the primary operational contact for assigned clients within the Top Insurance Client Programme
Build effective relationships with client stakeholders, relationship partners, fee earners and Business Services teams
Oversee day-to-day operational delivery of client service requirements 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, service level agreements and operational requirements
Support contract renewals, new business opportunities and client onboarding activities
Assess new or amended client requirements, operational 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

Requirements

• 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

Core Competencies

Demonstrates strong stakeholder management and communication skills while effectively overseeing client service delivery and operational processes. Capable of analyzing performance data to drive continuous improvement and support client retention and growth initiatives.

Highest-signal resume keywords

• Client Reporting Management
• Insurance Claims Understanding
• Performance Data Analysis
• Stakeholder Management
• Continuous Improvement Initiatives

ATS Optimization Keywords

Hard Skills

• Management Information Analysis
• Contractual Requirement Review
• Operational Feasibility Assessment
• Service Level Agreement Understanding
• KPI Management

Soft Skills

• Excellent Verbal Communication
• Excellent Written Communication
• Proactive Problem Solving
• Highly Organized
• Attention to Detail

Industry Keywords

• Client Onboarding
• Operational Delivery
• Service Enhancements
Governance Activities
• Business Services Functions

Tools & Technologies

• Microsoft Excel
• Microsoft PowerPoint