Individual Client Services Manager

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Are you passionate about delivering exceptional client experiences and driving continuous improvement? Join our esteemed organization as a Client Services Manager and make a significant impact on our client-centric operations!

About the Role: We are seeking a highly accomplished and results-oriented Client Services Manager to spearhead our contact center operations and ensure consistent excellence in client satisfaction. This strategic role will be instrumental in shaping our client service strategy and fostering a culture of unparalleled service quality.

Key Responsibilities:

• Exceed service level agreements and key performance indicators
• Innovate and implement solutions to enhance client experience
• Oversee and optimize workflow systems and applications
• Cultivate a culture of continuous improvement and operational excellence
• Ensure strict adherence to audit and compliance regulations
• Collaborate effectively with cross-functional leadership and senior management
• Analyze and report on key performance metrics on a weekly and monthly basis
• Provide exemplary leadership and demonstrate autonomous decision-making capabilities
• Foster a culture of diversity, equity, and inclusion; promote an inclusive and respectful workplace
• Conduct regular feedback sessions and provide timely, constructive coaching to develop employees
• Identifying & supporting development opportunities for team members
• Performs departmental reporting and identifies areas for our First Contact Resolution ethos
• Oversees Quality measures within the team - actively maintaining a high standard of output
• Manages escalation paths - always ensuring we provide the best possible service
• Co-ordination of ad hoc projects and tasks, aligning resources appropriately

What We're Looking For:

• Proven track record of success in client services management
• Exceptional communication and interpersonal skills
• Advanced analytical and problem-solving capabilities
• Demonstrated experience in team leadership and motivation
• Proficiency in data analysis, interpretation, and reporting
• Ability to excel in a dynamic, fast-paced environment
• Familiarity with Life insurance products (advantageous)
• Superior research and follow-up skills

Preferred Qualifications:

• In-depth knowledge of the US life insurance industry
• Comprehensive understanding of policy maintenance, including policy summaries, future projections, and account values
• Third-level qualification, degree, or equivalent experience (preferred, not essential)
• Extensive experience in Contact Center Management Services

Job Category:

Posting End Date: