Service Delivery Manager

The Service Delivery Manager will be responsible for delivery of the Scope of Works and all associated contracted SLA’s and KPI’s as agreed with the Clients in the Insurance industry and requires the successful candidate to be MCC Qualified. The role is fully accountable for the overall delivery, development and growth of the sales and customer service on the account. Professional and effective Client Relationship Management will be key to the incumbent’s success. The role will also be accountable for the performance and development of a number of indirect team members within the operations and technology functions.

Tasks and responsibilities:

• Effectively manage and deliver to all service levels and performance criteria.

• Develop and maintain a professional and communicative relationship with the Clients fully understanding our client’s business to build a partnership.

• Engage with the client to plan and implement the strategic vision and to help grow the business.

• Develop and adhere to a suitable engagement/governance strategy with the client.

• Own the client relationship including forecasting, budgeting, invoicing and operational excellence.

• Manage cross function teams in the delivery of the service, across operations, Technology and Reporting.

• Own, drive and achieve profitability and financial / commercial awareness.

• Analyse performance and deliver continuous improvement to maximise the efficiency of the operation.

• Drive process transformation within function to improve efficiency and enhance our customer experience. Working with the Head of Data Analytics to identify and implement AI use cases/Robotics to improve processes.

• Developing strategies to improve customer experience and improve efficiency, including input to Digitisation priorities.

• Effective change planning and management from strategic / digital to smaller scale change

• Ensuring we comply with our reporting and regulatory requirements with the CBI, and other statutory bodies.

• Maintaining a robust control environment with the function, including promoting a strong risk culture. Ensuring ongoing compliance with applicable laws and regulations.

What we look for:

• The candidate will have a CIP qualification, however, would welcome applicants with an APA qualification and studying towards CIP qualification and must maintain CPD requirements.

• Willingness to complete APA Qualification in General Insurance 

• 2 years experience in a controlled function role. 

• Willingness to complete MCC Qualification after hiring, as part of the onboarding plan

• QFA/APA qualification is required.

• Extensive knowledge and experience of working within an outsourced operation.

• Minimum of 3 years previous experience at Management level, excellent leadership & people management skills in the insurance industry.

• Expertise and familiarity with Call Centre Operations including forecasting, process and technologies.

• Highly developed client facing/relationship management skills.

• Flexible, resilient and receptive to change with the ability to manage changing priorities.

• Must have proven success demonstrating leadership, client services, problem-solving, decision-making, and multitasking skills.

• Highly organized with a systematic approach to work and excellent attention to detail.

• Able to analyse, summarize and present complex data to management.

• Knowledge in technology solutions and the use of technology in a multi-channel contact management service

• Highly driven, adaptable and confident people person who can thrive in a rapidly changing organisation and will adopt a hands-on approach to their role, having a positive mindset and that is willing to learn.

*For this role, you have to be willing to complete Fitness & Probity standards, comply with the MCC, and attest to this. Complete internal and Continuous Professional Development training to maintain your annual accreditation.

What's in it for you:

• Food stamps

• Additional medical insurance

• Employee Referral Scheme

• Friendly work atmosphere and positive environment

• A multinational environment, with strong ties to UK business culture

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

 
You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:
Click ‘Apply now’ to fill out our short application form, so that we can find out more about you.

About Capita:
Capita is a consulting, transformation and digital services business. Every day our colleagues help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Capita is a leading business services provider with over 55,000 employees, operating in the UK, Europe, India and South Africa.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.