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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
Responsibilities
- 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