Senior Manager - Client Services & Operations
We are recruiting for a commercially minded Senior Manager - Client Services & Operations to join our senior management team. Reporting to the Associate Director – Customer Operations, you will be the primary liaison between Hood Group and our key insurance partners, ensuring commercial success, robust contractual governance, and exceptional service delivery.
This role is pivotal, responsible for developing and delivering commercial strategies, managing the lifecycle of key contracts, and leading a high‑performing team to exceed revenue targets, drive client retention and identify growth opportunities. You will act as the senior escalation point for our IP clients, managing daily engagement on commercial, service and contractual matters, and overseeing incident and issue management.
About Hood Group
Established in 1983, Hood Group is a UK‑based insurance services provider with over four decades of industry expertise. We collaborate with start‑ups, consumer brands and major insurers to deliver innovative insurance solutions and help partners, such as John Lewis Partnership and Ticker Insurance, transform their insurance propositions through pioneering business models and products.
Key Responsibilities
* Build and maintain strong relationships with key commercial partners, clients and stakeholders.
* Act as the main point of contact for assigned accounts, ensuring consistent communication and outstanding service delivery.
* Oversee the governance model for each client, ensuring compliance and driving improvements where possible.
* Coordinate and lead client meetings, reporting and MI processes.
* Provide people leadership and direction to senior team members, supporting both front‑line and back‑office operations.
* Analyse financial and operational data to recommend and implement improvements for efficiency and commercial success.
* Escalate and manage service, contractual or trading issues as required.
Requirements
* Extensive client relationship experience within financial services.
* Strong commercial acumen and analytical skills.
* Proven experience in operational management and governance.
* Excellent written and verbal communication skills.
* Ability to work independently and proactively deliver objectives.
Benefits
At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives – it’s about being part of a community that makes working at Hood Group truly exceptional.
* 31 days annual leave (including bank holidays)
* Employee Assistance Program
* Eye Care vouchers and discount on glasses
* Pension scheme
* Health cash plan
* Refer‑a‑friend incentive of £250
* Social company events
* Employee Recognition Scheme – Hood Heroes
* Company provided laptop and necessary professional equipment
Other Information
Seniority level: Mid‑Senior; Employment type: Full‑time; Job function: Business Development; Industry: Insurance.
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