Client Service Delivery Manager / Operations – Based Scotland – Salary c. £65k.

Pensions and benefits provider is recruiting a Client Service Delivery Manager to manage all aspects of their business operations and client delivery in the most efficient and cost effective manner, ensuring an excellent customer service is provided.

Key responsibilities:

  • Provide day to day management for the support teams and external sales team
  • Ensure that effective procedures and processes are in place to manage the client in the most efficient way
  • Understand the pricing structure of each product and liaising with the insurers
  • Ensure product knowledge is kept up to date by means of regular update meetings with the insurers and self-help regarding products, insurers and adhering to legislation
  • Cascade information on products, insurers and legislation to the team the most effective way
  • Manage the teams’ continuous development by arranging training and development sessions
  • Update the client portfolios on an on-going basis
  • Assist with staff training and development by carrying out quarterly review meetings and providing feedback
  • Develop training plans as required
  • Act as team supervisor and carry out observation calls
  • Manage all aspects of business compliance within the FCA guidelines
  • Ensure all activity within the business is carried in a TCF manner and that TCF is fully embedded into the culture
  • Deal with client enquiries/problems that require escalation
  • Investigate any client complaints and E&Os
  • Contribute to strategic planning for the business
  • Build and deliver effective business plans
  • Liaise and build on-going relationships with clients, insurers, suppliers and introducers
  • Carry out HR functions in the business with the support of 3rd party HR consultant
  • Manage suppliers and renew contracts ensuring that a quality service is received whilst negotiating the most cost effective deals
  • Carryout admin tasks associated with the role
  • Other ad hoc tasks as required

Key skills:

  • PMI & Group Risk product & technical knowledge
  • Communication both verbal and written
  • People management
  • Customer service
  • Client focus
  • Relationship building
  • Negotiating
  • Sales
  • Team work
  • Accuracy
  • All aspects of Microsoft Office