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Client Coordinator Team Leader

4 months ago

Manchester, United Kingdom Marsh McLennan Full time

Client Coordinator Team Leader – Marsh – Manchester (Hybrid working pattern available)

The Company: Marsh

  • Marsh is the world's leading insurance broker and risk adviser.
  • With over 35,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services.

The Role:

Reporting directly to the Policy Servicing Leader (PSL) in the UK Corporate Operations & Technology (UKC O&T) division, this People Manager role will be responsible for the day-to-day management of a Regional Client Coordinator (CC) team, who will deliver exceptional customer service to the branch based Client Advisor (CA) & Client Executive (CE) teams together with working with your team to complete the day to day workload.

What can you expect?

  • Fantastic opportunity to join a brand -new team, in order to deliver a fast-paced service proposition.

What you will be rewarded with:

  • Competitive Benefits Package including: 27 days annual leave, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
  • Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.

We will count on you to:

  • Line manage a Regional CC team – ensuring engagement and motivation, and providing support in regards to performance, development, welfare and conduct.
  • Manage team performance at a regional level – ensuring the provision of excellent customer service, managing workflows and identifying opportunities for improvement
  • Liaise with the PSL and Regional Management team in order to ensure a consistent approach to the undertaking of Client Coordination activity across the function and adherence to set SLA's
  • Work with the PSL, Regional Management team and wider business regularly review process and procedure in relation to CC activity. Identify opportunities for change, implement improvements and efficiencies, review feedback and address matters arising
  • Identify potential issues promptly and managing/escalating issues arising in a timely and appropriate manner
  • Provide guidance, training and on-going support to Regional teams as Client Coordinator activity evolves and new systems, procedures and activities are introduced
  • Support the PSL with the collation of data for MI and reporting purposes. Ensuring adherence to process and preparing regional reports as required
  • Manage capacity and resource across the regional team to ensure demand is met at all times liaising with the Regional Management team and PSL as required in order to ensure sufficient cover across the function
  • Assist with the creation of materials and delivery of training to new and existing client coordinators in the function (if required)
  • Liaise with the PSL and supporting the on-going development of all colleagues in the regional team. Undertaking regular catch-ups and year end reviews with colleagues – identifying opportunities to 'grow the team'. Highlighting outstanding performance to the PSL, Regional Management team and CATL community
  • Coordinate and lead regional team meetings. Providing supporting documents and information to the regional team, noting important actions as required
  • Maintain internal records and systems as appropriate, ensuring high levels of compliance and administration as required
  • Contribute to and/or manage ad-hoc projects to support operational excellence across Client Coordinator activity

What you need to have:

  • Leadership and People Management skills
  • Enthusiastic and self-motivated
  • Strong interpersonal and teamwork skills
  • Excellent Time Management skills with the ability to prioritise in order to meet deadlines
  • Experience within a fast-paced and pressured environment
  • Ability to engage and motivate others
  • Excellent Communication skills – written and oral
  • Excellent Presentation Skills
  • IT literate in all major Microsoft Office applications

What makes you stand out?

  • Previous insurance experience.
  • A keenness to study for industry specific Insurance qualifications.
  • Intermediate-advanced MS Excel skills.

About us:

Marsh is the world's leading insurance broker and risk adviser. With over 35,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh & McLennan Companies (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue approaching US $17 billion and 76,000 colleagues worldwide, MMC helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. Follow Marsh on Twitter @MarshGlobal; LinkedIn; Facebook; and YouTube, or subscribe to BRINK.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, religion, sexual orientation, gender identity or any other characteristic protected by applicable law.

We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at to discuss any specific needs.