Client Services Management Team Manager

Tech Heads is currently seeking an experienced leader to build and manage a high-performing Client Services Management team within a specialty insurance environment.

This role is central to delivering a seamless client experience - acting as the strategic link between clients, underwriting, and operational teams. You will enable underwriters to focus on growth by ensuring operational processes run efficiently, onboarding is well managed, and client issues are resolved proactively and commercially.

You will shape the vision, structure, and performance of the team while embedding accountability, continuous improvement, and client-centric delivery.

• Recruit, lead, coach, and develop a team of Client Service Managers
• Build a high-performance, accountable and solution-focused culture
• Oversee onboarding of new clients, schemes, and delegated authority arrangements
• Act as senior escalation point for complex operational and client issues
• Design, document and continuously improve client service processes
• Develop and monitor KPIs to support underwriting and client performance
• Proactively identify and resolve performance issues (e.g. data quality, debt, bordereaux, operational friction)
• Build strong relationships with clients, underwriting, senior management and operational functions
• Use data-driven insight and lean principles to drive continuous improvement
• Report regularly to senior leadership on performance and strategic progress

• Proven experience leading high-performing teams within a matrix organisation
• Strong background in insurance operations, ideally within delegated authority environments
• Demonstrable client relationship management experience in insurance or financial services
• Strong understanding of underwriting processes and operational workflows
• Commercially aware with the ability to influence senior stakeholders
• Excellent communication and facilitation skills
• Strong analytical and problem-solving capability
• Ability to stand out in client and senior leadership settings
• Sound judgement with clear escalation decision-making
• Experience driving change and continuous improvement initiatives
• Strong collaboration across cross-functional teams