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    Senior Director, Client Services - London, United Kingdom - HCLTech

    HCLTech
    HCLTech London, United Kingdom

    1 week ago

    Default job background
    Description
    Director Customer Service Operations ( Life and Pension Domain) - 12 Months Fixed Term Contract

    • Utilize strategic agility to identify and solve problems for specific client business or brand issues.
    • Implement strategic branding and practice-specific resources into team.
    • Perform project based on client requirements and gain client confidence.
    • Educate clients and influence to sell strategic and creative solutions.
    • Attain positive reviews from clients on quarterly client satisfaction survey (ACSAT)
    • Assist project managers to direct complex large scale client engagements.
    • Direct client strategic planning engagements.
    Delivery Management

    • Responsible direct line of sight to the end to end delivery requirements for the client – includes delivery of onshore and offshore operations
    • contact centre, client finance area, actuarial and IQA etc.
    • People Management for onshore and indirect management for offshore e.g. morale, motivations, incentives etc.
    • Deliver on the continuous improvement and transformation programme Year on Year basis the goals set by the business annually/3year/5 year plan
    • Develop and build expertise on the life Insurance and pension domain developing a vision for the future on service and propositions for the business
    • Revenue and Profit Management
    • Monitor and manage account profitability above margin targets.
    • Develop and attain accurate quarterly and annual revenue forecasts for every account.
    • Present weekly/monthly/quarterly/annual performance report.

    Minimum 15 years of client relationship management , delivery management with experience in delivering on transformation agenda for Insurance / FS companies.

    Management experience at Director level delivering key change impacting shareholder value defined in terms of strategic impact, high risk, complexity and financial size
    People management skills are a must
    Proven track record in growing accounts, winning new business/pitches. You must have great campaign and sector knowledge from experiential to digital, financial services.
    People management is key
    Mentally agile and decisive – good numerical understanding and sound commercial judgment
    Persuasive and articulate, able to influence and negotiate at senior / exec level
    Understands the risks faced by the organization and the controls in place to manage and mitigate risks
    This role is a 12 Months Fixed Term Contract.

    Required work experience:

    15+ years of relevant work experience in Life and Pension industry leading end to end operations and client relationship with P&L management responsibilities
    How many people is a Client Services Director likely to manage?
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