Job Description : The Role
The Service Operations Manager France is responsible for the delivery of excellent customer service to the French brokers and clients provided by Policy Administration and Credit Control.
The purpose of this role is to support and represent our French business in managing the Policy Administration and Credit Control processes by providing an efficient (by continuous improvement), customer centric & high-quality service and developing a team of engaged and high performing professionals.
Responsible for daily delivery of all services within the customer service team (+ / - 20 people) to agreed service measures (e.g. SLA’s) including :
Drive capacity planning, performance monitoring and reporting on above services.
Set up and own a process to measure the quality of communication of the team meeting Hiscox quality standards.
Maintain and drive forward a continuous improvement culture within the team, aiming to constantly balance efficiency gains and improved customer experience to achieve agreed targets.
Responsible for people development including performance management, development plan (training), recruitment and selection of team members.
Contribute to the country business strategies by developing the seniority of the team and execution of transfers of more complex tasks from the Underwriting teams to the customer service team.
Accountable for our Customer experience in the Policy Administration and Credit Control processes. And create a culture of customer centric mind set on the team which can allow Hiscox to differentiate in the market.
Work closely with the Underwriting, IT, and local change teams to understand customer needs, develop technical expertise, identify the necessary changes and implementation of these changes.
Ensure the team understands the company vision and team mission and can put it in practice on the day to day.
Person Specification :
Strong people management and coaching skills.
Good leadership skills, team and conflict management.
Ability to provide leadership to team members and ensure they are trained to correctly handle their role.
Adapts personal style to the needs of the individual & situation in a multicultural environment.
Have excellent written and verbal communication skills in French and English (of preference).
Responds positively to challenge and change. Be creative, proactive and innovative. Does not accept the status quo.
Have well developed analytical, root cause identification and problem solving skills.
Be highly results driven, with the energy and determination to succeed in a very fast paced environment.
Is not afraid to take timely decisions through fact based analysis.
Takes ownership of issues, relishes accountability and responsibility.
High degree of confidence and maturity, able to influence stakeholders across all levels.
Be a graduate with a higher professional degree.
Have 5+ years of working experience within a multidisciplinary role with international exposure in financial services, preferably in insurance.
Experience in managing an operation or operational transformation in a financial services environment is essential.
Expert knowledge of operational processes and procedures, core systems, interfaces and reporting tools. Lean or Six sigma training would be an advantage.