Customer Services Manager

Customer Services Manager

Join Us and Shape the Future of Client Services!

The mission

The purpose of the Customer Services Manager role is to lead and empower a high-performing team, ensuring effective service delivery to both clients and partners. The manager will guide the team in processing client and partner requests, ensuring a seamless and efficient experience. The role is critical in aligning operational efficiency with the strategic goals of the company, fostering a collaborative, client-centric culture, and ensuring the continuous improvement of processes and team performance. As part of our ongoing digital transformation, this role will also involve contributing to innovative solutions, leveraging digital tools to enhance service offerings and ensure the company remains competitive in the industry.

Main objectives of the role

• Leadership & Team Development: Lead by example, setting SMART objectives for each team member and supporting their growth through coaching and regular feedback. Foster an environment of continuous learning, where team members are encouraged to develop their skills and take on new challenges. Align the team’s objectives with the company’s strategic goals, ensuring that every team member is clear on their contribution to the overall success. Recognize achievements and take timely action to address any performance gaps.
• Client and Partner Management: Actively promote a culture of client-centricity by ensuring the team builds and maintains strong relationships with both internal and external clients/partners. The manager will oversee the follow-up of all client requests, ensuring that every stage of the contract lifecycle is managed with the highest level of professionalism. The manager is expected to be a role model in demonstrating strong communication and client orientation.
•  Operational Oversight and Efficiency: While maintaining operational effectiveness, the manager will ensure the smooth execution of transactions, payments, and document handling. This includes overseeing the team’s work with policies, fees, commissions, and tax-related matters, ensuring that all actions comply with company procedures and meet SLAs. The manager will ensure that operational processes are streamlined, promoting efficiency and reducing any bottlenecks.
•  Business Process Improvement & Innovation: Lead initiatives to drive improvements in service quality, with a strong focus on adopting digital solutions. As part of the company’s digital transformation, the manager will contribute to integrating innovative digital tools that enhance the services we provide to clients, keep the company competitive, and create new opportunities for growth. The goal is to improve service offerings and ensure we continue meeting client needs in an increasingly digital world.
•  Reporting & Compliance: Ensure that all activities and services comply with regulatory requirements, including tax reporting, annual statements, and other necessary client communications. The manager will oversee the team’s adherence to regulatory standards and ensure that the company is consistently meeting all compliance requirements. This includes ensuring accurate and timely reporting while maintaining the highest standards of quality and confidentiality.
•  Other Duties: Support the team in improvement projects and contribute to the ongoing evolution of the department. The manager will also mentor team members, providing guidance and support to foster their personal and professional development. The role may also include involvement in product development or amendments, depending on business needs.

Profile of our Future Teammate

• Experience in Life Insurance: Proven knowledge and experience in Life Insurance are essential for this role.
• Leadership Experience: A proven track record in leading high-performing teams, ideally in a client-facing role within the financial sector.
• Strategic Thinking: Strong ability to align team objectives with broader business goals. You will foster a team culture that is proactive, engaged, and focused on delivering exceptional results.
• Excellent Communication Skills: Able to build strong relationships and adapt your communication style based on the audience, always maintaining a professional approach.
• Problem Solver & Solution-Oriented: A proactive decision-maker, capable of navigating complex situations and providing balanced solutions.
• People Management: You will be a mentor and coach, supporting your team members in their development. You will have strong interpersonal skills to motivate, develop, and guide your team.
• Digital & Innovation Champion: Passionate about digital transformation and innovation. You will actively contribute to the integration of digital tools and IA to enhance service offerings, improve client satisfaction, and ensure the company remains competitive in a rapidly changing market.
• Change Ambassador: Flexible and adaptable, you will champion change within the team, ensuring new processes or tools are embraced to enhance productivity and performance.
• Fluent in French and English (written and spoken); Dutch is an asset.