Client Services Manager

Permanent ¦¦ Nottingham ¦¦ Hybrid (3 Days Onsite) ¦¦ Salary: £45,000 - £75,000 D.O.E

TechHeads is currently seeking a commercially aware and relationship-focused Client Services Manager to act as the key operational link between clients, underwriting, and back-office teams within a specialty insurance environment.

You will play a pivotal role in ensuring client interactions are efficient, simple and solution-driven - managing onboarding, resolving operational challenges, and ensuring underwriting can focus on growth while clients receive a seamless service experience.

This role requires strong project management capability, stakeholder influence, and a solid understanding of delegated insurance operations.

Responsibilities

• Act as the primary operational point of contact for clients
• Project manage onboarding of new clients, schemes and contracts
• Coordinate across underwriting and operational teams to resolve issues efficiently
• Take ownership of operational challenges and drive resolution across functional silos
• Build strong working relationships with client operational stakeholders (Operations, IT, Credit Control, etc.)
• Keep underwriters informed of operational performance and escalate material issues appropriately
• Apply structured project management frameworks to ensure timely, accurate client launches
• Proactively identify and address performance issues (e.g. bordereaux, debt, data quality)
• Develop and monitor service performance metrics
• Support continuous improvement through data-led problem solving

Requirements

Experience

• Experience in insurance operations, ideally within delegated authority environments
• Proven client relationship management experience in insurance, reinsurance, or financial services
• Experience delivering complex, client-facing projects
• Strong understanding of underwriting processes and operational workflows
• Experience operating in a commercial, client-facing environment
• Ability to influence and manage cross-functional stakeholders

Skills & Competencies

• Excellent communication and facilitation skills
• Strong analytical and problem-solving capability
• Ability to translate technical operational detail into client-facing communication
• Sound judgement — knowing when to escalate versus resolve internally
• Strong collaboration skills across matrix organisations
• Experience driving process improvement and change initiatives

Qualifications (Desirable)

• ACII (or equivalent insurance qualification)
• PRINCE2, PMP or Agile certification