Client Operations Executive - Manchester, United Kingdom - Clyde & Co

Clyde & Co Manchester, United Kingdom

1 week ago

Description

Key Responsibilities

Service Delivery

Management Information Support

Ensure the accurate submission of internal and client MI across clients

In collaboration with the MI Team provide training and guides to fee earners to enable accuracy of data completion

Assist in the onboarding of new client MI requests

Central point of contact and subject matter expert for queries from fee earners regarding MI completion

In collaboration with the MI team provide exception reporting and tracking of MI compliance issues for the purposes of performance management.

Analyse data to identify best practice and improvement opportunity across clients and departments

Provide support to team managers to assist in the cultural change requirement to make MI completion and day to day activity, identifying influencers within the teams to assist

Contract Management

Monitor compliance with the client SLA, particularly regarding finance and billing.

Liaison with client vendor management regarding queries in relation to data and systems and being a point of contact in the absence of the Senior QA and Client ops manager

Handle specific regulatory requirements around delegated authority work

Collaborate with finance to affect the smooth running of the e-billing process

Collate information and assist BD in preparation for contract review and any due diligence requests

Ensure information is stored and archived in line with best practice guidance Performance Management

Review information from a number of sources, including client MI reports and QA, to analyse performance against KPI's and identify areas for improvement and share best practice across departments

Making recommendations for improvement areas and remedial actions

Prepare presentations to the client in collaboration with client operations management in relation to the above

Attendance at client performance meetings with the Senior Client Operations manager, and responding to queries raised by the client where appropriate

Collating and reviewing information from a number of resources to identify opportunities to provide value add opportunities to the client

Supporting the Senior Client Operations Manager to deliver on continuous improvements identified

Review all training materials to ensure they are up to date with new initiatives and processes

Assist in the delivery of annual SLA training programme to respective client fee earners as well as supporting new processes and initiatives with all training and assistance required

Work with Senior Client Operations Manager to develop induction programmes for new fee earners working on accounts

Audit management

Regular liaison with the QA Team to ensure that timely audit summaries are produced, and results shared

Ensure that client and internal targets for audit performance are met

General

Operational support to client development with initiatives

Support other project work as required working in collaboration with members of the client operations team, supporting business initiatives and assisting with compliance to client service delivery.

Monitor and report progress on initiatives

Essential Skills and Experience

Demonstrable experience of producing and analysing data to identify performance and improvement issues

Excellent knowledge of insurance litigation processes

Experience within an insurance claims related environment (preferably Insurer based or legal services)

Knowledge and understanding of working with audit, SLA and KPI analysis

Experience of working in a continuous improvement environment excellent knowledge and understanding of the various support departments within the firm and the key stakeholders within them

Demonstrable experience of presenting to groups and on a 121 basis both in person and via VC channels for the purposes of information sharing and training

Creative problem solver who can work independently and as part of a team

Experience of previous project involvement useful

Excellent knowledge of MS Office

Business Services Competencies

Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

Technical Excellence

People and Team

Client/Stakeholder Relationships

Service Delivery and Commercial Awareness

Personal Effectiveness

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