Client Service Operations Manager

Há 3 dias

São Paulo, São Paulo, Brasil beBeeAccountability Tempo inteiro R$90.000 - R$104.000
Job Description:

The Client Service Lead role is crucial in delivering exceptional client service. This individual must be proactive, detail-oriented, and capable of driving operational excellence while fostering a culture of accountability and innovation.

Key responsibilities include:

  • Leading and supervising team members to promote performance, teamwork, and knowledge sharing.
  • Conducting monthly team meetings focused on development and feedback.
  • Communicating corporate directives and ensuring adoption of processes and procedures.
  • Ensuring professional handling of client programs, including placement, capacity, rates, indemnity, and marketing.
  • Recruiting, interviewing, hiring, training, and mentoring new colleagues.
  • Overseeing seamless account onboarding.
  • Engaging internal resources to assist in resolving client issues and focusing on areas of opportunity.
  • Maintaining a client retention rate of 95% or higher.
  • Meeting all client deadlines and responding to inquiries within SLA (e.g., acknowledgment within 24 hours).
  • Seamlessly transitioning new and reassigned accounts using standardized templates and trackers.
  • Demonstrating urgency and initiative in resolving client issues and supporting Client Service Specialists.
  • Demonstrating ability to effectively communicate with internal and external clients/peers/sureties.
  • Supporting other Surety staff as needed.
  • Driving adoption of centralized processes and technology tools.
  • Ensuring compliance with WTW procedures to eliminate errors and omissions.
  • Maintaining data integrity in client and WTW records.
  • Attending client meetings as required.

Requirements include:

  • P&C licensed.
  • Minimum – 5-7 years of relevant working experience in a Surety environment.
  • Strong leadership and team management skills.
  • Excellent communication and organization abilities.
  • Commitment to continuous improvement and innovation.
  • Experience in Epic & Tinubu preferred.

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