Client Service Manager – Casualty (Core & Volume)

Client Service Manager – Casualty (Core & Volume)

Location: Home-based role with travel to Davies and client offices as required.
Hours: 35 hours per week, Monday - Friday 9:00am -17:00pm.

Our Opportunity:

Client Service Managers are vital day-to-day points of contact for Davies insurance market clients. They build strong relationships with technical and procurement teams within client organizations to establish themselves as trusted advisors. They understand client needs and champion those needs internally to ensure first-class service delivery. Commercially astute and excellent communicators, Client Service Managers immerse themselves in client businesses, pre-empting challenges and proactively identifying opportunities to enhance the relationship. The client service manager role in our core and volume casualty team involves coordinating the breadth of client engagement from initial onboarding of new clients to the ongoing management of day-to-day engagement and performance reporting.


Key Accountabilities:

Client Relationship Management:

• Manage day-to-day interactions with a portfolio of core and volume casualty clients to ensure we meet client expectations and maintain positive relationships.
• Build and maintain strong relationships with a variety of technical and supply chain management teams within client organisations.
• Proactively seek feedback from clients and gather insights to inform an engagement plan focused on each client’s specific needs and objectives.
• Contribute to the development and execution of client engagement and growth plans.

Service Delivery:

• Champion client needs and objectives internally to ensure a fully aligned and first-class service is consistently delivered.
• Ensure that service delivery aligns with contractual obligations and SLA/KPI requirements by proactively monitoring adherence.
• Coordinate internal activity to optimise service delivery relative to client needs and resolve client issues promptly and effectively.

Onboarding and Implementation:

• Support the planning and delivery of new casualty client onboarding, ensuring a smooth and on schedule launch.
• Work closely with clients to understand their specific requirements and tailor services and engagement plans accordingly.
• Coordinate with internal teams to ensure all client-specific setups and configurations are completed and maintained in accordance with client requirements.

Performance Management and Reporting:

• Liaise with client reporting team to manage the timely and accurate production of client management information ahead of release to clients.
• Monitor and report on service performance metrics to clients and internal stakeholders.
• Conduct regular performance reviews with clients to assess satisfaction and identify areas for improvement.

Proactive Engagement:

• Immerse yourself in client businesses and stay informed on casualty market developments in order to pre-empt challenges and opportunities for your clients.
• Proactively engage internal teams to respond to client and market developments to maintain leading service standards.
• Ensure clients are alerted to relevant industry developments and how they may impact their business whilst offering suitable solutions to support.
   

Experience, Skills & Qualifications:

• Relationship management experience in the insurance industry
• Confident communicator capable of building relationships
• Knowledge of the casualty insurance claims market
• Ability to work proactively and autonomously to understand and respond to client challenges
• Sound understanding of MI reporting with a keen eye for detail

Our values:

Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions, and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

We are Dynamic - We readily adapt to the changing environment. We strive for what’s next. We relentlessly seek more: for our business, our clients, our colleagues, and our communities.

We are Innovative - We are solution-focused. We have an entrepreneurial mindset. We are empowered to discover new paths.

We Succeed together - We support each other to grow. We value different perspectives, ideas, and experiences. We make an impact in our communities.

We are Connected - We are united under one mission. We believe in the power of Davies to make a difference. We are greater than the sum of our parts.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.