Operations & Client Relationship Manager
Reporting to the Head of Real Estate, you will be working closely with the national and European teams to deliver on operational and client objectives.
Managing a team of desktop casualty adjusters based in Real Estate, you will be responsible for overseeing the day-to-day losses to ensure these are allocated to the appropriate adjuster. You will also train and develop the members of the team and participate in new business pitches, client review meetings, and strategy sessions.
Your responsibilities will include:
Line Management:
* Effective management of the dedicated team
Technical Lead:
* Technical referral point
* Training and workshops for both UK and European teams
Account Management / Relationship Management:
* Attend client review meetings
* Strategic insurer meetings
* MI/Data analytics
* Build and maintain close working relationships with UK and European colleagues
Business Development:
* Operational lead on all business pitches
* Responsible for upselling Casualty to existing RE clients
* Leverage existing Real Estate relationships to build out Casualty book
* Build out a recoveries process within Real Estate to manage UK and European claims
Financial performance:
* Effectively managing regional resource within the set headcount
* Revenue/Time logging targets
* Effectively managing aged WIP
* Assisting credit control to recover debt
* Identification of possible recruitment requirements as appropriate within the budget or when opportunities identified to aid profitable growth of the region
Delivery of excellent and consistent regional performance:
* Client SLA’s
* Exception reports
* External audits
* Internal QA measures
* Compliments / Engage initiative
* Complaints
Management of own caseload:
* Assist with complaint resolution
* Support during holidays and sickness leave
Continual review of processes, systems, and methodologies:
* The most efficient method of working
* New and innovative solutions to what we do
* Accurate MI on all cases
* A high energy and exciting work environment
* Market leading onboarding process
Promote and facilitate an environment for staff development:
* Delivery of timely appraisals for the department
* Encourage and drive professional qualifications within the region
* Facilitate delivery of identified training needs and requirements
* Organise delivery of appropriate mentoring
* Assist with succession planning through the identification of individuals and subsequent provision of opportunities for development of technical and management skills
About you - Knowledge and Experience:
The successful Candidate will have experience in the Real Estate sector and significant team management experience, including coaching and mentoring. They will also have strong stakeholder management skills, including the ability to establish strong working relationships. Successful candidates will have excellent negotiation, decision-making, and problem-solving skills and be highly self-motivated and driven. The individual will also take pride in delivering outputs on time, with a focus on quality, communication, and organisation.
Should you wish to apply, please forward your CV and supporting cover letter to hr.uk@mclarens.com
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