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CLIENT DELIVERY MANAGER

Cardiff

Job Reference ST6384
Location Cardiff
Salary / Hourly Rate £ Excellent + lifestyle benefits
Sector Management
Job Type Permanent
Details Full Time
Date Posted 7 Dec 2018

Job Description

Client Delivery Manager
Full Time Permanent
Cardiff
£competitive package including study support and excellent lifestyle benefits you would expect from a global company

Our client are constantly looking at ways to make our business a fantastic place to work and their Cardiff Claims Centre is no exception. That`s why they're always investing in our valued employees to ensure they remain committed to being an employer of choice and the market leaders in Claims Management and Loss Adjusting.

Responsibilities:

Overall responsibility for delivery of client`s operational and customers` service requirements Lead and manage a team comprising a TeamManager(s) and Technicians, including delivery of the 121 framework Ensure all qualitative and quantitative goals are set and achieved including productivity, utilisation, SLAs/KPIs, and ET Implement, develop and continually review processes, ensuring they remain effective and efficient Ensure an appropriate and up to date governance framework is in place and applied covering areas such as complaints, PI, regulation, data, licensing and authorisations Act as the key entry point into the relevant operational team for both the client and internal Client Director/Client Relationship Manager (CD/CRM) Develop the client operational proposition in line with changing market/services/needs Lead and manage client operational interactions and meetings Lead due diligence process from an operational perspective in terms of potential new clients Lead and own the implementation and on boarding of new clients through to launch Working with the relevant CD/CRM review, contribute to and support the completion of client contracts Facilitate, contribute and support the client audit process including pre audit prep, the audit itself and audit debrief/review Create, own and manage any audit corrective action plan through to completion Understand client`s data requirements including the provision of MI packs/access to Clarity, produce and provide narrative collating all operational input across products Manage client`s access to digital tools such as MiClaim, GlobalLink, Clarity Set up and manage Darwin contracts Ensure any data analysis or reports are supported with commentary and signed off for accuracy Ensure client forecasts are understood and modelled in order to ascertain accurate resource requirements for the operational teams to which they are attached Remain aware and informed of regulatory changes, ensuring these are applied appropriately in order to maintain the claims service for the client Investigate and resolve any requests for compensation and professional indemnity claims. Ensure any learning is fed back for improvement to the operational team Facilitate and resolve general day to day client queries and issues Document client process and handling guides ensuring these are maintained Surge liaison for clients ensuring that regular communications are held and company briefs are issued from surge director Identify process improvements required by client to remove waste in our process and scope creep. Supported by Client Director/CRM ensure these are removed or discussions held around fee impact Undertake any other ad hoc tasks or activities which are relevant to operational and business requirements

Competencies:
•    Individual Performance
•    Team Performance
•    High Performance Environment
•    Client/Customer Focus
•    Commercial Acumen
•    Deliver Results
•    Impact and Influence
•    Change Orientation
•    Works Smart
•    Processes and Procedures
•    Safety Focus
•    Information Security

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St David Recruitment Services is an Employment Agency providing work-finding services to our clients, candidates and work-seekers. Our Company must process personal data so that we can provide these services and in doing so, the Company acts as a Data Controller. 
As a candidate, you may provide personal details to our Company directly in CV form or via our website. Alternatively, we may collect them from another source such as a third party jobs board. As a business, we must have a legal basis for processing personal data and in turn providing work-finding services. In the event that you are a candidate who has formally registered with St David Recruitment Services, please be advised that personal data is processed on the legal basis of ‘Contractual Obligation;’ the processing is necessary for the performance of a contract.  In all other instances, where we receive personal data via direct or indirect means, either supplied by yourself or obtained via a public forum, we process data on the basis of ‘Legitimate Interest;’ processing is necessary for the purposes of our legitimate interest to provide work-finding services. 
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