Client Delivery Manager | Corporate Risk

Why join us?

DWF are seeking a proactive and experienced Client Delivery Manager to join our Corporate Risk team.

Reporting directly to the Head of Corporate Risk, the Client Delivery Manager will be responsible for the day-to-day account management of a portfolio of corporate clients.

The role involves building strong client relationships, overseeing service delivery and ensuring that management information (MI) is accurate and delivered on time. The postholder will work closely with claims teams and support functions to ensure client requirements are understood, agreed actions are completed and service issues are resolved. The role also supports client onboarding, business development and service improvement.

The role can be based from any of our England offices on a hybrid basis; with the need to travel where required.

Responsibilities

• Manage day-to-day relationships with a portfolio of corporate clients, acting as a key point of contact for service delivery matters.
• Ensure client requirements are communicated to the relevant teams, agree responsibilities and deadlines, and follow up to ensure actions are completed and service standards are met.
• Coordinate the onboarding of new clients, working with colleagues to agree requirements, manage implementation activities and support a smooth transition.
• Develop an understanding of each client's business and service requirements, maintaining effective working relationships with client contacts and relevant stakeholders.
• Support client retention and the development of existing relationships, working with the Head of Corporate Risk and relevant colleagues.
• Monitor delivery against agreed service levels and performance measures. Work with claims managers to address delays or service concerns and ensure agreed improvements are implemented.
• Identify opportunities to improve service delivery, drawing on client feedback and working with colleagues to implement practical changes.
• Take responsibility for the accurate and timely delivery of client MI and ad hoc reporting requests. Coordinate input from MI and claims teams, resolve data queries and ensure reports meet agreed requirements.
• Undertake analysis of MI and present meaningful insights to clients.
• Own the coordination and follow-through of client queries, complaints and service escalations. Establish the issue, secure the right internal input, agree actions and timescales, keep the client informed and confirm resolution. Escalate significant risks or unresolved issues promptly to the Head of Corporate Risk.
• Support bids and tenders, including preparing written submissions and participating in presentation teams for new business opportunities where required. Work with colleagues to develop proposals and present to prospective clients.
• Work with Finance and operational colleagues to ensure client financial reporting requirements are met and related queries are addressed promptly.
• Coordinate client audit requirements and responses with operational and compliance colleagues. Ensure findings have clear action owners and deadlines, monitor completion and provide the client with evidence of progress and resolution.
• Organise and attend client review meetings, prepare agendas and reporting packs, and ensure meeting actions are recorded, allocated and completed.

What will help you succeed in this role?

• Proven experience of client-facing account management and service delivery within a corporate insurance, claims or legal services environment, including client onboarding and relationship development.
• Strong organisational and project management skills, with the ability to manage multiple accounts, prioritise competing deadlines and follow actions through to completion.
• Confident client communication and stakeholder management skills, including the ability to explain service issues clearly, manage expectations and handle challenging conversations constructively.
• Experience of MI and client reporting, with strong attention to data accuracy and the ability to interrogate reports, identify exceptions and explain trends and variances.
• Ability to secure delivery across teams without relying on direct line-management authority: setting clear requirements, constructively challenging delays and escalating appropriately.
• The ability to foster and maintain excellent business relationships, generating credibility with key stakeholders.
• The ability to strengthen our relationships across the group and support the wider DWF initiatives.
• A collaborative, practical approach, with personal ownership of service issues and the judgement to distinguish matters that can be resolved directly from those requiring technical or senior input.
• Experience of tenders, proposals and implementation work, with the ability to turn service commitments into practical delivery plans.
• Sound understanding of insurance claims and the requirements of corporate clients.
• Commercial awareness and an understanding of corporate clients' operational priorities, financial reporting needs and reputational considerations, including across different jurisdictions where relevant.
• Ability to present confidently at client reviews and tender presentations, combining clear reporting with practical recommendations and a credible understanding of the service.

What we offer?

We are an equal opportunities employer that celebrates diversity, and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed. If you're excited about the opportunity but your experience doesn’t align perfectly with all the requirements, please apply anyway. You may be the right candidate for the role or others across the wider team.

Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.

About us

DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.