Customer Experience & Support (1)

Job Summary:

Client Servicing Team Leads are responsible for leading and managing a team of client servicing professionals, focused on maximizing employee engagement, and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. They lead from the front and provide guidance, support, and coaching to team members and contribute to strategic planning, hiring decisions, team structure, and succession planning.

They collaborate with cross-functional internal teams to identify areas for process optimization, implement best practices, and drive operational excellence within the Client Servicing division. They lead from the front by building and maintaining strong relationships with clients, playing a critical role in daily client success.

The Client Servicing Team supports JUMP ULF (Unit Linked Fund) Insurance clients. The team is responsible for the on-going servicing of existing clients and seeks to improve clients’ day-to-day workflow by increasing their knowledge of the front-back office asset management platform and providing them with effective solutions to their performance and investment reporting requirements. We work as an extension of our clients’ teams, and we collaborate with them to ensure our product meets their current and future needs.

Responsibilities:

Monitors the teams’ delivery to the client, allocating work, ensuring quality delivery, and providing team level training or knowledge management where required.
Owns the preparation and execution of regular 1-on-1s and biannual performance management reviews; identifies and facilitates learning and career growth opportunities for the team.
Designs, implements, and tracks quantitative and qualitative metrics to measure the success of projects, people, and processes; key success metrics include NPS, CSAT, CEM, SLA delivery, Retention, ESS, Gross Margin, Client Churn, Automation improvements, and employee attrition.
Leads SteerCos and client relationship reviews, whilst also acting as a confident, knowledgeable, and patient escalation point for any client issues.
Helps build a differentiated offering by strategies with product management and development teams to improve our client offering, operational tooling, supporting sales efforts, develop repeatable and scalable processes.
Ensures the seamless transition of newly onboarded clients into steady-state client servicing operations.
Make use of tooling to monitor and drive team performance (Salesforce, Workday, Power BI, etc.).

Required Skills:

Familiarity with insurance and/or investment management market concepts a plus.
Ability to communicate information clearly, concisely, and confidently in written and verbal contexts, including small and large group settings for both internal and external (client-facing) audiences.
Microsoft Excel (VLookUp, SUMIF, Pivot Tables, VBA, etc.).
Strong computer skills, including proficiency in Microsoft Office.
Excellent attention to detail and strong documentation skills.
Outstanding verbal and written communication skills.
Strong organizational and interpersonal skills.
Exceptional problem-solving abilities.

Education and Experience:

Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or related field.
7+ years of directly applicable experience (e.g. market finance, insurance, front-back office operations)
2+ years demonstrated success in a people manager role.
Experience delivering measurable KPIs weekly and monthly in prior roles.
Experience working in the market finance or FinTech industry

Client Servicing Team Lead

Clearwater Analytics

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