Senior Relationship Manager

4 weeks ago

London, Greater London, United Kingdom Lloyd's Full time

At Lloyd's, we're building a braver future for our customers, and we need your help.


As a Senior Relationship Manager, you'll play a pivotal role in delivering our Stakeholder Relationship Management (SRM) Roadmap. You'll work closely with our Senior Manager, SRM to develop and refine our SRM vision, engaging with internal customers and business users across multiple teams to understand stakeholder processes and engagement strategies.


Key Responsibilities:


Support the Development of Lloyd's SRM Vision:


Collaborate with the Senior Manager, SRM to develop and refine Lloyd's SRM vision. Engage with internal customers and business users across multiple teams to understand stakeholder processes and engagement strategies, needs, and challenges. Utilise these insights to support informed and positive business decisions.


Champion SRM Adoption:


Take a leadership role in embedding SRM as a core discipline across Lloyd's global Corporation. Proactively engage with stakeholders from diverse teams and gain their support. Coordinate and manage the Dynamics Super User Network, organising relevant training sessions to upskill Dynamics users and drive global adoption of SRM.


Ensure Access and Training:


Ensure that business teams and SRM users have access to Lloyd's mandated SRM tools and training. Maximize their utilisation to support global SRM adoption. Collaborate with a network of SRM Champions and Super Users to drive behavioural change across the organisation and establish a stakeholder-centric culture.


Collaborate on SRM Roadmap:


Work collaboratively with the SRM change 'product delivery' team. Provide support to the Senior Manager, SRM in designing, prioritising, and successfully delivering the SRM roadmap of change.


Manage SRM Communication Channels:


Oversee and manage various SRM communication channels such as My Lloyd's SRM Hub, Dynamics wiki, SRM monthly communications update, MCH and Super User Teams Chat. Ensure the availability of necessary information, guidance, best practices and training materials to optimise SRM technology for all Dynamics users.


Collaborate with SRM Virtual Team:


Collaborate with the SRM Virtual Team to stay updated on changes being delivered through sprints. Provide updates to relevant stakeholders, including reporting progress to the Senior Manager, SRM. Update training materials and take responsibility for any necessary training or communication.


Ensure SRM Data Quality:


Partner with the SRM Data resource to prioritise SRM data quality for key stakeholders. Collaborate with data owners and lead data cleansing activities to ensure global SRM data confidence.


Collect Continuous Feedback:


Coordinate the collection of continuous feedback from market-facing employees, including SRM regional leads and other contributors to SRM. Identify areas for improvement, draft business cases and contribute to ongoing improvements in the SRM multi-year roadmap of change.


Review SRM Usage Stats:


Review and evaluate SRM usage statistics across existing stakeholder business processes. Develop and propose plans to champion good practices and address areas that require improvement. Collaborate with the SRM Senior Manager and SRM leads in business teams to drive global SRM adoption.


Provide End-User Support:


Provide ongoing support for SRM users including the development of bespoke management dashboards, delivering 1:1 and team training as needed and respond to ad hoc enquiries.


Promote and Support SRM System:


Actively promote and support Lloyd's Stakeholder Relationship Management system (SRM) as the central source of stakeholder data, including contacts, engagement, activities, oversight ratings and other stakeholder processes. Utilise the SRM system to support a single view of a stakeholder, monitor adoption and influence best practices.


Required Skills and Knowledge:


Relevant CRM knowledge and awareness. Experience of engaging with and influencing cross-functional teams. Experience in collaborating on activities, priorities and people up to senior management level. Knowledge of the application of CRM systems in a commercial environment. Knowledge of the Lloyd's market/operations and financial structure is preferred but not essential.

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