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. We are looking to strengthen the way we operate in ZM through a consistent approach and better service delivery by adding a central leader for service and operational management. The role will support the development of a culture of excellence and bring alignment across teams.
This role is available part-time, job-share or full time. Please talk to us at interview about the flexibility you may need.
What will you be doing?
* Cross-market oversight of service and central point for operational matters, interfacing between market teams, Performance & Change and Technical Underwriting.
* Ensuring excellent customer service across ZM, overseeing adherence to process and standards and supporting the development of operational skills.
* Continuing to develop our Service team capabilities, adding value and reducing time spent by Underwriters and Sales colleagues on non-core work.
What are we looking for?
* An experienced insurance operations leader, passionate about customer service, operational management and transformation.
* Support operational delivery across the Market and Service Teams and implement a robust framework to ensure consistent processes are in place and adhered to.
* Interface between market teams, Performance and Change and Technical Underwriting to unlock blockers and coordinate cross-segment operational activity.
* Lead the continued transformation of the Service organisation for ZM, focusing on customer experience and team success.
* Develop, agree and initiate implementation of a strategic plan with key stakeholders to create a future talent pipeline for sales and underwriting roles across ZM.
* 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.
Our Culture:
At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work. We have a diverse mix of customers, and we want our employee base to reflect that.
We accept applications from everyone regardless of your background, beliefs or culture; however, we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation.
Benefits:
* 12% defined non-contributory pension scheme.
* Annual company bonus.
* Income Protection.
* Life cover - four times your salary.
* 25 days holiday a year plus bank holidays.
* Access to Private medical insurance.
* Virtual GP appointments.
* Discounted gym membership.
We were the first insurer to sign the ‘UN Business Ambition for 1.5˚C’ pledge. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.
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