Team Manager Customer Support Services

Team Manager - Client Support Services - Guy Carpenter (Hybrid working)

We are currently seeking an experienced Team Manager to join us at Guy Carpenter. The role will involve managing and improving the team's performance through regular training, reviews, and annual appraisals.

We are looking for someone with a strong ability to engage with clients, markets, and colleagues in a professional manner, establishing rapport in order to effectively access internal and external networks and relationships with clients, markets and Brokers.

We also offer flexible working patterns, and part-time opportunities, please enquire further about what you are looking for.

What can you expect:

• This role will sit within our CSS team, where you will be responsible for managing a team of up to 10 technicians, reporting directly to the Department Manager.
• You will be responsible for all service operations and functions within the team.
• You will also be required to lead and direct team members and support Senior Management in the delivery of their collective objectives.

What you will be rewarded with?

• We offer and embrace a hybrid working model that nurtures a collaborative working environment in the office 2 days per week allowing 3 days per week to be spent working on a remote basis.
• Competitive Benefits Package including: 27 days annual leave, up to 4 days flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
• Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.

We will rely on you to:

• Direct service operations and functions within a client support process team whilst providing direction on internal governance and compliance on policies and procedures.
• Responsible for operational issues within direct area of responsibility; maintain robust operational management discipline using metrics to achieve all processing metrics, ensuring all Colleagues are operating rigorously within all published procedures and professional standards.
• Direct input into all people related matters including recruiting, salary/bonus, performance management, training, talent mapping, succession planning, status changes, etc.
• Make decisions on complex, tactical and operational short-term issues within direct area of responsibility; provide recommendations to Department Manager regularly.
• Participates in creating a travel and expense operating budget for the team; manage costs, working within budgetary/financial objectives for the team.
• Maintain individual performance and development plans for each team member with effective mentoring and performance feedback. Support, assist and provide guidance to less experienced Colleagues as needed.
• Coordinate Senior Leadership service activity reporting; present technical information for Management and Leadership.
• Support Senior Management by contributing to the execution of Global CSS strategic objectives; lead and direct how the collective objectives of CSS in local Region and Globally are delivered.
• Lead training sessions for all CSS colleagues as applicable.
• Contribute to, and where required, lead change efforts, projects, quick wins, promote ideas to improve our provision of service, always question what next, never allows us to stand still.
• Provide service process information for Request for Proposal (RFP) and sales opportunities.
• Lead team meetings and activities to promote the sharing of opinions, ideas, knowledge and solutions; maintain strong working relationships and participate in initiatives and/or contribute where required to deliver outcomes. Seek opportunities to increase own understanding and improve the services provided.
• Collaborate with peers on complex or contentious reinsurance developments. Support and provide training, mentoring and guidance within the team and/or department for all aspects of reinsurance service processing.
• Provide input for the evolution of the operational model at all levels of the organisation. Promote new process improvement ideas leveraging technology solutions.
• Promote, build, and maintain relationships with Brokers, Clients and Markets. Understand issues, resolve problems and queries and review working practices.

What you need to have:

• Act as a mentor and coach to develop team colleagues; build passion and commitment towards team, department and organisational goals.
• Ability to inspire and motivate high performance within a market facing environment and across Guy Carpenter. An excellent manager of people with the ability to lead and manage a high performance team, displaying a positive and inspirational attitude.
• Understanding of project management methodology, stakeholder management, and risk mitigation.
• Able to engage, influence and negotiate with Clients, Markets and Colleagues in a professional manner.
• Proven track record with delivery of change, including but not limited to process and people impacts and process improvement to enhance the provision of service.
• Act as a role model by example, attitude and displaying of consistent behaviour committed to a 'can do' culture.

What makes you stand out?

• In-depth knowledge of reinsurance concepts, market systems, general business trends, financial and regulatory impacts on the organisation.
• Proven people management experience.
• Proven change leadership skills.
• Ability to develop others.