The role of Account Manager at Pro is to own onboarding, governance, day‑to‑day delivery and client management. The Account Manager will be responsible for broker incubation clients, supporting pre‑host activity through structured onboarding activity, ensuring regulatory and delivery requirements are met and escalating risks. The Account Manager plays a key role in maintaining quality, managing risk and supporting positive client outcomes, particularly during onboarding, where effective organisation and timely issue identification are critical.
Responsibilities
* Act as the primary relationship owner for assigned Broker Services clients on a day‑to‑day basis, managing pre‑host, onboarding and BAU client delivery
* Manage coordination and delivery of pre‑onboarding activity across financial, operational and governance dimensions, ensuring milestones, dependencies and risks are actively managed
* Support Senior Managers by preparing analysis, summaries and recommendations for Business Plan review, operational resourcing needs and other approval decisions
* Coordinate commercial and contractual inputs (e.g. AR Agreement, LOE, secondment approach, TOBAs, BOR documents) across Legal, Compliance and the Client Executive, ensuring accuracy and completeness of information
* Maintain clear oversight of onboarding checklist requirements, tracking progress and ensuring timely escalation where issues threaten delivery
* Embed and maintain strong risk, compliance and regulatory culture within broker clients
* Ensure the Pro IS risk and compliance digital platform is deployed across all clients
* Own client‑facing communication on delivery status, actions and expectations
* Ensure effective handoffs to Compliance, Legal and Operations Managers by providing structured, decision‑ready information
* Work closely with Client Executive, Compliance, Operations and Business Development to support risk awareness, regulatory readiness and transition to live BAU
* Act as an escalation point for any risks or issues, maintaining oversight of Compliance and SLA adherence
* Attend client governance forums as a senior representative, answering queries and making recommendations for improvement where appropriate
* Define, implement and review processes within the team
* Ensure effective and successful fulfilment of resourcing needs and ensure resources are effectively and pro‑actively managed
* Perform team bi‑yearly and yearly appraisals, give regular performance feedback, facilitate career progression and hold career development conversations with direct reports
Qualifications
* Experience of operational delivery and management within a broker environment
* Knowledge of (or interest to learn) regulatory framework and compliance requirements for brokers
* Up‑to‑date knowledge of the Lloyd's and London Market broker processes
* Excellent working knowledge of London Market broking systems and procedures
* Understand the broker technical business functions that you manage
* Experience of organising and delivering projects
* Experience of acting as a referral point and an escalation point for any client delivery issues
* Ability to positively manage, develop and support direct reports
* Develop reporting frameworks with clients, ensuring Pro is abiding to T&C’s
Desirable Skills & Experience
* Strong leadership skills
* Able to maintain a positive approach at challenging times whilst motivating the teams
* Able to maintain own and team motivation
* Able to manage change effectively
* Ability to work on own initiative
* Strong technical (re)insurance knowledge and skills
* Ability to prioritise team workload to meet deadlines
* Excellent communication skills
* Maintain a conscientious, positive and enthusiastic approach to work, maintaining good working relationships with clients, direct reports and colleagues
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