Job Description
Client Services Manager
Permanent ¦¦ Nottingham ¦¦ Hybrid (3 Days Onsite) ¦¦ Salary: £45,000 - £75,000 D.O.E
TechHeads is currently seeking a commercially aware and relationship-focused Client Services Manager to act as the key operational link between clients, underwriting, and back-office teams within a specialty insurance environment.
You will play a pivotal role in ensuring client interactions are efficient, simple and solution-driven - managing onboarding, resolving operational challenges, and ensuring underwriting can focus on growth while clients receive a seamless service experience.
This role requires strong project management capability, stakeholder influence, and a solid understanding of delegated insurance operations.
Responsibilities
* Act as the primary operational point of contact for clients
* Project manage onboarding of new clients, schemes and contracts
* Coordinate across underwriting and operational teams to resolve issues efficiently
* Take ownership of operational challenges and drive resolution across functional silos
* Build strong working relationships with client operational stakeholders (Operations, IT, Credit Control, etc.)
* Keep underwriters informed of operational performance and escalate material issues appropriately
* Apply structured project management frameworks to ensure timely, accurate client launches
* Proactively identify and address performance issues (e.g. bordereaux, debt, data quality)
* Develop and monitor service performance metrics
* Support continuous improvement through data-led problem solving
Requirements
Experience
* Experience in insurance operations, ideally within delegated authority environments
* Proven client relationship management experience in insurance, reinsurance, or financial services
* Experience delivering complex, client-facing projects
* Strong understanding of underwriting processes and operational workflows
* Experience operating in a commercial, client-facing environment
* Ability to influence and manage cross-functional stakeholders
Skills & Competencies
* Excellent communication and facilitation skills
* Strong analytical and problem-solving capability
* Ability to translate technical operational detail into client-facing communication
* Sound judgement — knowing when to escalate versus resolve internally
* Strong collaboration skills across matrix organisations
* Experience driving process improvement and change initiatives
Qualifications (Desirable)
* ACII (or equivalent insurance qualification)
* PRINCE2, PMP or Agile certification