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Client Delivery Manager

  • Telecommunication, Call Centre, Customer Service Jobs
  • Banking, Finance, Insurance, Accounting and Trade jobs
  • Management (incl. project, product management & human resources)

Description

  • Overall responsibility for delivery of client`s operational and customers` service requirements
  • Lead and manage a team comprising a Team Manager(s) and Technicians, including delivery of the 1-2-1 framework
  • Ensure all qualitative and quantitative goals are set and achieved including productivity, utilisation, SLAs/KPIs, and ET
  • Implement, develop and continually review processes, ensuring they remain effective and efficient
  • Ensure an appropriate and up to date governance framework is in place and applied covering areas such as complaints, PI, regulation, data, licensing and authorisations
  • Act as the key entry point into the relevant operational team for both the client and Sedgwick`s internal Client Director/Client Relationship Manager (CD/CRM)
  • Develop the client operational proposition in line with changing market/services/needs
  • Lead and manage client operational interactions and meetings
  • Lead due diligence process from an operational perspective in terms of potential new clients
  • Lead and own the implementation and on boarding of new clients through to launch
  • Working with the relevant CD/CRM review, contribute to and support the completion of client contracts
  • Facilitate, contribute and support the client audit process including pre audit prep, the audit itself and audit debrief/review
  • Create, own and manage any audit corrective action plan through to completion
  • Understand client`s data requirements including the provision of MI packs/access to Clarity, produce and provide narrative collating all operational input across products
  • Manage client`s access to digital tools
  • Set up and manage contracts
  • Ensure any data analysis or reports are supported with commentary and signed off for accuracy
  • Ensure client forecasts are understood and modelled in order to ascertain accurate resource requirements for the operational teams to which they are attached
  • Remain aware and informed of regulatory changes, ensuring these are applied appropriately in order to maintain the claims service for the client
  • Investigate and resolve any requests for compensation and professional indemnity claims. Ensure any learning is fed back for improvement to the operational team
  • Facilitate and resolve general day to day client queries and issues
  • Document client process and handling guides ensuring these are maintained
  • Surge liaison for clients ensuring that regular communications are held, and company briefs are issued from surge director
  • Identify process improvements required by client to remove waste in our process and scope creep. Supported by Client Director/CRM ensure these are removed or discussions held around fee impact
  • Undertake any other ad hoc tasks or activities which are relevant to operational and business requirements

Specific Requirements

  • An insurance background is essential for this role
  • Individual Performance
  • Team Performance
  • High Performance Environment
  • Client/Customer Focus
  • Commercial Acumen
  • Deliver Results
  • Impact and Influence
  • Change Orientation
  • Works Smart
  • Processes and Procedures
  • Safety Focus
  • Information Security
  • As a global business, we are always interested in hearing from candidates with bi-lingual/multilingual skills

Hard Skills

  • Customer relationship manager (CRM)
  • Document management
  • Customer relations
  • Information security
  • Customer success
  • Client management
  • Marketing plan development
  • Auditing
  • Team management
  • Cross-functional collaboration
  • Performance reviews
  • Risk assessments
  • Business analysis
  • Timelines
  • Deliverable management
  • Scheduling
  • Accountability

Soft Skills

  • Communication
  • Leadership
  • Team player
  • Strategic thinker
  • Self-motivated

We offer

  • Competitive salary depending on skills, experience and qualifications
  • Many of our vacancies offer the opportunity to work flexibly, whether from office and/or home
  • Healthcare scheme
  • A Self Invested Personal Pension Scheme
  • Holiday allowance of 22 days plus bank holidays
  • Discounts on various products and services
  • Employee assistance programme for employee wellbeing
  • Life assurance
  • Group Income Protection
  • Voluntary benefits – dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP app