Description:
The Client Service Delivery team provides an invaluable service to the broking teams, improving client service and reducing queries and errors.
This is an excellent opportunity to drive the embedding and ongoing evolution of the client service model to optimise the capacity in the broking team, and to utilise our offshore capability and capacity to drive a scalable and cost-effective operating model.
This role will also be fundamental to the digital transformation of our broking business as we adapt processes to align with future technology and the London Market transformation journey within BluePrint2.
Purpose of Role
As a member of the CSD extended leadership team, this role will collaborate with the Head of Delivery and other CSD Leads to give to the strategic direction of the function, pinpoint areas for enhancement, and promote best practices throughout broking processes. Your role will involve direct engagement and partnership with the Leadership team of your aligned Business Unit, fostering positive working relationships and serving as a point of contact for potential issues or escalations related to CSD support.
- Ensure day-to-day delivery of effective technical broking activities in support of the associated BU and wider network, maintaining high levels of service whilst adhering to process requirements and standards
- Provide overall leadership to and lead a team of BU aligned team leaders who will provide technical broking support to the associated BU in line with agreed important metrics
- Partner with the associated BU leadership team for all matters relating to CSD support including customer concerns of risks and issues
- Build effective links with your offshore counterparts to deliver strong working practices across the onshore CSD teams and offshore Genpact support
- Be an active member of CSD extended leadership team, support the Head of Delivery to set the overall objectives and direction for the function as well as helping to drive long term performance
- Ensure team adherence to the One GBC process and work with the CSD leadership team to continually assess potential improvements to the process
- Lead team performance appraisals supporting your team to develop the appropriate skills and knowledge to effectively support Business Units and client
- Own an inclusive and diverse workforce that shares best practices and collaborates as a central team while also maintaining close and trusted relationships with the BU.
Skills And Experience That Will Lead To Success
- Able to lead with energy and passion to drive engagement and inspire a team to deliver excellent client service
- Understand the technical processes of London Market placements
- Experience in a property team preferred
- Experience leading high volumes through seasonal peaks and prioritising to meet business needs
- Line-management experience crucial
- Strong relationship building and communication skills
- Takes accountability for emerging issues for self and team, owning changes through to conclusion