Customer and Service Delivery Lead (Part-Time, Job-Share, Full-Time)
Location: Farnborough, London and Birmingham
Closing date: 12th January 2025
The opportunity:
Zurich Municipal (ZM) is a leading provider of insurance and risk management solutions for the public and voluntary sectors. Since 1993 we’ve insured charities, voluntary organisations, housing associations, and the education and public sectors, helping our customers better understand and reduce the risks they face.
This role is available part-time, job-share or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.
What will you be doing?
1. Cross-market oversight of service and central point for operational matters, interfacing between market teams, Performance & Change and Technical Underwriting.
2. Ensuring excellent customer service across ZM, overseeing adherence to process and standards and supporting the development of operational skills.
3. Developing our Service team capabilities, adding value and reducing time spent by Underwriters and Sales colleagues on non-core work.
What are we looking for?
1. Experienced insurance operations leader, passionate about customer service, operational management and transformation.
2. Support operational delivery across the Market and Service Teams and implement a robust framework to ensure consistent processes are in place and adhered to.
3. Interface between market teams, Performance and Change and Technical Underwriting to unlock blockers and coordinate cross-segment operational activity.
4. Lead the continued transformation of the Service organisation for ZM, focusing on customer experience and team success.
5. Develop and initiate implementation of a strategic plan with key stakeholders for talent pipeline creation across ZM.
6. Drive and embed a culture of data-driven performance management across Sales and Underwriting.
Who we are:
With about 55,000 employees serving customers in more than 170 countries, we aspire to become the best global insurer as measured by our shareholders, customers and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you.
We are proud of our culture. We are passionate about Diversity and Inclusion and want our employee base to reflect the diverse mix of customers we serve.
We accept applications from everyone regardless of background, beliefs or culture, especially from under-represented groups.
Our Culture:
We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities. Zurich supports employees in volunteering and community activity through the Zurich Community Trust.
Financials:
1. 12% defined non-contributory pension scheme.
2. Annual company bonus.
3. Income Protection.
4. Life cover - four times your salary.
Time away:
1. 25 days holiday a year plus bank holidays.
2. Option to swap UK bank holidays for culturally significant days off.
3. Option to buy up to an additional 20 days or sell some holiday.
4. Three days paid volunteering.
5. Up to 16 weeks' full pay for maternity, paternity and adoption leave.
Your health is important to us:
1. Access to Private medical insurance.
2. Virtual GP appointments.
3. Discounted gym membership.
4. Free flu jab.
5. Access to support from our wellbeing partners.
We're making a difference:
1. Creating a brighter, sustainable future underpins all that we do at Zurich.
2. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time valued at over £90 million.
#J-18808-Ljbffr