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The Deputy Head of Client Services serves as a strategic partner and advisor to the Head of Client Services, playing a critical role in facilitating effective decision making, managing allocated projects, and ensuring the smooth operations of the CST Leadership Team.
The ideal candidate will have a deep understanding of the insurance industry, strong leadership abilities, and a proven track record of supporting senior leadership.
This role serves as the eyes and ears for the Head of Client Services, connecting teams, projects, and critical business information, ensuring meetings and materials are efficient and effective, and serves as a trusted partner to deliver against business priorities.
Responsibilities
Assist Head of CST and provide a point of reference in their absence, including within any strategic or stakeholder groups
Work closely with the Head of Client Services to drive strategic initiatives, manage priorities, and ensure alignment across the CST Leadership Team.
Co-ordinate the operational onboarding of new work and teams to the business
Co-ordinate the development of CST's short- and long-term strategies, working with the Head of Client Services to brainstorm and establish strategic direction. Assist Head of Client Services and Director of Operations in both the monitoring and execution of the strategic plan.
Co-ordinate outsource providers, ensuring work is effective and the business are paying the correct amounts for services rendered; ensuring the right people are allocated to the work and that poor performance is escalated to the vendor management team and Director of Operations
Coach Operations Managers to agree, set and cascade down clear objectives and priorities within CST, ensuring they are aligned with the business' vision, objectives and priorities; assist the management team in leading change and being effective leaders with a specific focus on leadership styles and engagement
Drive and lead recruitment in CST, coaching management team to review CV's and conduct interviews where necessary, submitting offer requests to HR, and assisting management team with onboarding of new colleagues; keeping Head of CST updated with all developments
Ensure risks are managed appropriately and that training is provided to the management team on business risks, HR, Operational, and culture; manage HR risks in line with HR policies
Lead and co-ordinate key projects from inception to completion, ensuring deadlines are met and objectives are achieved, including co-ordinating the operational onboarding of new teams and/or work to the business.
Manage performance and behaviour in line with Company policies and procedures; ensure problems are addressed swiftly and escalated when necessary; ensure both overperformance and underperformance are called out and addressed
Role model servant leadership, coaching and supporting the management team in developing their leadership skills.
Support, advise and coach management team regarding all colleague issues including recruitment, training, discipline and appraisals
Support Head of CST in managing crises and unforeseen challenges, ensuring appropriate responses and communications.
Work with management team to ensure 'one team' culture is lived every day in CST, with a focus on results and client service through high performance and resilience
Skills and Qualifications Required
Able to prepare quality presentations and reports that concisely summarise the topics, key information and decisions / recommendations
CII qualification desirable, Diploma or above.
Exceptional written and verbal communication skills
Experience and ability in building and maintaining excellent working relationships with broking teams / overseas business production divisions.
Experience in operational management within the insurance industry, preferably within the London Market.
Experienced people coach with proven people management experience, ideally of managing other people managers.
High level of emotional intelligence and interpersonal skills
Proven ability to manage complex and confidential information
Strong strategic thinking and problem-solving skills, including finding compromises or resolutions between disagreeing parties when limited resources are available
Strong understanding of Microsoft Office 365, especially Excel and PowerPoint.
Travail Employment Group Ltd is acting as an Employment Agency in relation to this vacancy.
