Client Service Manager

at  Keoghs

DESCRIPTION

The Client Service Manager (CSM) role is an exciting and developmental position for candidates with a sound knowledge of claims and/or insurance.
Acting as a day-to-day conduit with aligned clients, supporting both the lead Client Account Manager (Partner) and designated technical lead lawyer, no one day is the same for our CSMs. From implementing new clients to providing access to our market leading systems, understanding management information (MI) requirements to presenting at a contractual performance review, delivering an on-site claims risk training session to analysing claims trends, the role is varied, important and valued.
Helping to manage cross-class claims arrangements (EL, PL, Motor, Property, etc), our CSMs build strong relationships with not just our clients but also the wider insurance market, including global brokers, tier one and two insurers, MGAs and captive managers. Working with senior Partners / account managers within our business, those CSMs who are diligent, hard-working, talented and loyal, have a proven track record of developing within our business and with several having progressed to Associate and/or Partner level.

SKILLS, KNOWLEDGE AND EXPERTISE

• A minimum of 5 years’ combined experience working within the claims and/or legal and/or insurance industry
• Technically proficient in all core claim types that may form part of a clients’ cross-class claims experience
• Experience of handling and/or managing those that handle motor and/or casualty claims
• Experience of handling and/or operationally managing a team responsible for casualty / liability claims
• Competent in the use of both Microsoft PowerPoint and Excel.
• Presentation skills – either previous experience or be able to show the confidence and competence to present to clients
• Have an understanding of case management systems
• Understanding of the claims and litigation process, including the MOJ, CPR and wider jurisdictional processes (i.e. PIAB for ROI)
  This really is an excellent opportunity to join a very supportive team with excellent training and visibility across our Corporate Division.

Risk Analysis & Insight – Prepare and analyse client MI. Compile high level analysis of client claims experience / movement and share insights with the client
Diary Management – responsibility of your own diary, ensuring timely delivery of client MI / reports, in accordance with specified SLA. Prioritise outstanding MI tasks and have the foresight to scope out a year’s meetings with the client
Client Care – Provide outstanding service to clients, be on-hand to answer queries. Lead claims review meeting itself and own / share ‘next steps’ / follow-up actions. Problem solve in order to achieve the best outcome for clients and the business.
Teamwork - Support the Client Account Manager (CAM) with forecasting on volumes and/or reviewing adjustments. Work with the operation teams to identify process improvements, share client service expectations, address client service challenges and improve MI output
Systems – Use of excel that enables the basics to be performed i.e. formulas, pivot tables. Use of the inhouse case management system for diarising, maintenance and policy management including renewal, new work-streams and new client set-up
Personal Development – Take personal responsibility for your own development using the tools, training and support of the team
Flexibility – Travel as and when required and as the role demands as per the requirements of the clients and the business