Client Manager
Department: Managing Agency
Employment Type: Permanent
Location: London
Description
As a Client Manager at PoloWorks, you will act as a trusted advisor and strategic partner to our managed syndicates, prospective clients, Lloyd’s of London, and our internal service teams. You will lead the end-to-end client journey — from onboarding through ongoing service delivery — ensuring seamless communication, compliance, and operational excellence. This role is pivotal in fostering long-term relationships, driving performance, and identifying opportunities for growth across Polo Commercial Insurance Services (PCIS) offerings
Key Responsibilities
Client Relationship Management
Build and maintain strong, trust-based relationships with managed syndicates and prospective clients.
Conduct due diligence ahead of client engagements and ensure all supporting documentation is prepared.
Serve as the primary liaison, ensuring clients are connected to the right internal resources and remain engaged throughout their lifecycle.
Communication & Stakeholder Engagement
Provide regular, structured updates to clients and internal teams (weekly, bi-weekly, monthly as required).
Maintain open channels with the PCIS Service Manager to ensure service performance meets agreed standards.
Facilitate two-way feedback loops, escalating and resolving issues promptly to enhance client satisfaction.
Map and manage all key stakeholders, ensuring clear technical and operational points of contact.
Project Oversight & Onboarding
Oversee the full syndicate lifecycle, from initial triage to operational delivery.
Translate client requirements into actionable plans for internal teams and coordinate cross-functional workstreams.
Validate project playbooks, track milestones, and ensure time and documentation standards are met.
Compliance & Regulatory Support
Monitor and communicate regulatory changes within the Lloyd’s market to relevant clients.
Organise training sessions and provide guidance to ensure ongoing compliance with market standards.
Growth & Cross-Selling
Identify opportunities to introduce PCIS products and services to existing and prospective clients.
Partner with technical leads to ensure opportunities are pursued and outcomes delivered.
Performance Monitoring & Reporting
Track and report against agreed KPIs, including TPSMA metrics and Lloyd’s approval conditions.
Present performance updates at Syndicate Management Committee meetings and other forums as required.
Skills, Knowledge and Expertise
Strong background in client management, stakeholder engagement, or relationship-driven roles (ideally within insurance, financial services, or Lloyd’s market).
Deep understanding of compliance and regulatory frameworks in the Lloyd’s ecosystem.
Exceptional organisational skills, with the ability to manage multiple client portfolios simultaneously.
Proven track record of building rapport, managing complex projects, and driving operational excellence.
Commercial mindset, with the ability to identify and nurture growth opportunities.
Demonstrates behaviours aligned to the PoloWorks PRIDE values:
§ Pioneering – we do not stand still.
§ Responsible – We do the right thing.
§ Inclusive – we all play a role.
§ Delivery Focused- we provide services we are proud of
§ Empowering – we equip people to be their best.
Benefits
As well as a competitive salary, discretionary annual bonus, and 25 days of annual leave (with the option to buy more), you will also get an excellent benefits package, including flexible, hybrid working, life assurance, income protection, private medical insurance, enhanced pension contributions, and occupational maternity and paternity pay.
You will also have access to company volunteering days, an employee assistance programme with retail discounts and savings, a generous employee referral scheme, regular sports and social events, and free Cheltenham bus travel.
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