Operations & Client Relationship Manager Private Clients

Purpose

We currently have an exciting opportunity for an operational and client relationship manager to join our Private Clients Practice. The role can be based UK wide although would require regular access to London office.

The opportunity:

Reporting to the Head of Private Clients you will lead the Support function within the region with the overall objective of providing effective support to Executive Managers and Adjusters, aiding the region’s efficiency and productivity in the handling of private clients claims. In addition you will act as co-ordinator for any client activity within the practice including functions, MI requirements, growth strategy and relationship management of key clients.

Key Accountabilities

Your responsibilities will include lead of the support function for:

· Administration of new claims including receiving instruction, issuing acknowledgments, setting up files and undertaking of risk screening and triaging.

· Working closely with Adjusters to assist with investigation and validation enquiries.

· Controlling the lifecycle of the files to drive diary management and support the proactive management of claims from setting up to conclusion.

· Management of the support team

· Overseeing Adjuster caseloads when necessary during periods of leave

· Liaising as required with the insured, insurers, brokers and any other stakeholders to ensure optimum customer service, becoming a point of contact where needed for interested parties.

· Aiding the production of technical reports for Adjusters in compliance with professional standards and internal guidelines and in accordance with agreed timescales

· Ensuring time reporting and billing is compliant with internal standards processing and systems.

· Developing and running management information for clients as well as for internal use, including performance measurement and data integrity reports

· Ensuring company standards are met in relation to all technical and operational policies and procedures, including data protection and information security.

· Account management support where required.

· Incoming telephone calls / resolve queries

· Invoicing

· Other ad hoc work as required

· Identify and assist on the delivery of the regional growth opportunities by:

- Working closely with the Head of Private Clients/Executive Managers on an Area / Regional Broker / Insurer strategy

- Working with the regional team to identify opportunities and assisting with the delivery of those opportunities

- Promote an environment of client focus and encourage and facilitate client interaction at all levels

- Providing suitable resource to participate in the Account Management of existing or prospective Insurer clients.

Experience and Qualifications

· Previous experience in an insurance or private clients loss adjusting environment would be beneficial but not essential

· You must have experience in a fast-paced office and/or administration environment

· The ability to learn and adapt to systems effectively and efficiently

· Organised and able to self-manage workload, having a methodical, accurate and analytical approach to work, with a considerable pride in the quality of output.

· Good working knowledge of Word and Excel

· Excellent interpersonal and communication skills, being able to communicate in a clear, concise and structured manner

· Strong relationship management skills, with a capability of establishing good working relationships with your team, colleagues and all parties

· Excellent stakeholder management with an ability to manage multiple priorities and conflicting demands

· Thrive in a high-pressured working environment

· Be driven to meet and exceed targets

· Flexible with regards to travel which may be required as and when