Delivery Lead

2 days ago

London, Greater London, United Kingdom Brook Street Full time
Client Delivery Lead

Brook Street is seeking a Client Delivery Lead to join their team. This role is an excellent opportunity for those who understand operational performance and have the ability to provide strong supporting narrative to clients, can identify where clients' processes are impacting our service delivery and bring the skillset to collaborate with operations and clients to achieve best results, and support corrective action plans.

Key Responsibilities:
  • Promote the deployment of digital tools to strengthen our strategic relationship with clients.
  • Be accountable for the delivery and presentation of accurate Management Information (MI) to clients, which evidences value and provides consistency and context.
  • Where appropriate, agree with clients and operations, corrective actions plans to resolve any gaps to service delivery.
  • Interpret and agree client philosophies and be responsible for providing the accurate and current guidance to operations, so we meet key metrics, i.e., guidance notes, the Current and Darwin.
  • Lead monthly operations meetings supported by Business SMEs and lead on client audits, mobilising operational response and tracking improvements identified.
  • Onboarding of new services to clients; Darwin contracts, guidance notes, and MI.
Requirements:
  • Demonstrable experience of client relationship management.
  • Confident client interfacing skills, including the ability to develop and maintain close working relationships with clients and operational colleagues.
  • The ability to apply lateral thinking to provide solutions for the client.
  • A good understanding of operations business process and the ability to communicate this to clients.
  • Able to lead monthly meetings with clients, also involving operations, and to present the case to clients.
  • A strong communicator, who can identify priorities and listen to and act upon information.
Additional Benefits:
  • Many of our vacancies offer the opportunity to work flexibly, whether from office and/or home.
  • Holiday allowance of 25 days plus bank holidays.
  • Discounts on various products and services.
  • Employee assistance programme for employee wellbeing.
  • Life assurance.
  • Group Income Protection.
  • Voluntary benefits - dental cover, cycle to work scheme, season ticket loan, wellbeing and digital GP apps.

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