Customer and Service Delivery Lead
Working hours:
This role is available on a part-time, job-share or full-time basis. Location:
Farnborough, London and Birmingham Closing date:
19th January 2025 The opportunity: Zurich Municipal (ZM) is a leading provider of insurance and risk management solutions for the public and voluntary sectors. Since 1993 we’ve insured charities, voluntary organisations, housing associations, and the education and public sectors, helping our customers better understand and reduce the risks they face. We are looking to strengthen the way we operate in ZM through a consistent approach and better service delivery by adding a central leader for service and operational management. The role will support the development of a culture of excellence and bring alignment across teams. What will you be doing? Cross-market oversight of service and central point for operational matters, interfacing between market teams, Performance & Change and Technical Underwriting. Ensuring excellent customer service across ZM, overseeing adherence to process and standards and supporting the development of operational skills. Developing our Service team capabilities to add value and reduce time spent by Underwriters and Sales colleagues on non-core work. What are we looking for? An experienced insurance operations leader, passionate about customer service, operational management and transformation. Support operational delivery across the Market and Service Teams and implement a robust framework for consistent processes. Interface between market teams, Performance and Change and Technical Underwriting to unlock blockers and coordinate operational activity. Lead the transformation of the Service organisation for ZM, focusing on customer experience and team success. Develop and initiate a strategic plan with key stakeholders for a talent pipeline in sales and underwriting roles. Drive a culture of data-driven performance management across Sales and Underwriting. Who we are: With about 55,000 employees serving customers in more than 170 countries, we aspire to become the best global insurer. If you're interested in a dynamic environment for a company that recognizes and rewards creativity, Zurich could be the place for you. Our Culture: At Zurich, we are proud of our culture. We are passionate about Diversity and Inclusion. We accept applications from everyone regardless of background, and especially welcome applications from under-represented groups. Financials: 12% defined non-contributory pension scheme. Annual company bonus. Income Protection. Life cover - four times your salary. Time away: 25 days holiday a year plus bank holidays. Request to swap UK bank holidays for culturally or religiously significant days off. Option to buy/sell holiday days. Three days paid volunteering. Up to 16 weeks' full pay for maternity, paternity and adoption leave. Your health is important to us: Access to Private medical insurance. Virtual GP appointments. Discounted gym membership. Free flu jab. Access to support from wellbeing partners. We're making a difference: Creating a brighter, more sustainable future is central to our mission. Our charitable arm has awarded grants and volunteered time valued at over £90 million.
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Working hours:
This role is available on a part-time, job-share or full-time basis. Location:
Farnborough, London and Birmingham Closing date:
19th January 2025 The opportunity: Zurich Municipal (ZM) is a leading provider of insurance and risk management solutions for the public and voluntary sectors. Since 1993 we’ve insured charities, voluntary organisations, housing associations, and the education and public sectors, helping our customers better understand and reduce the risks they face. We are looking to strengthen the way we operate in ZM through a consistent approach and better service delivery by adding a central leader for service and operational management. The role will support the development of a culture of excellence and bring alignment across teams. What will you be doing? Cross-market oversight of service and central point for operational matters, interfacing between market teams, Performance & Change and Technical Underwriting. Ensuring excellent customer service across ZM, overseeing adherence to process and standards and supporting the development of operational skills. Developing our Service team capabilities to add value and reduce time spent by Underwriters and Sales colleagues on non-core work. What are we looking for? An experienced insurance operations leader, passionate about customer service, operational management and transformation. Support operational delivery across the Market and Service Teams and implement a robust framework for consistent processes. Interface between market teams, Performance and Change and Technical Underwriting to unlock blockers and coordinate operational activity. Lead the transformation of the Service organisation for ZM, focusing on customer experience and team success. Develop and initiate a strategic plan with key stakeholders for a talent pipeline in sales and underwriting roles. Drive a culture of data-driven performance management across Sales and Underwriting. Who we are: With about 55,000 employees serving customers in more than 170 countries, we aspire to become the best global insurer. If you're interested in a dynamic environment for a company that recognizes and rewards creativity, Zurich could be the place for you. Our Culture: At Zurich, we are proud of our culture. We are passionate about Diversity and Inclusion. We accept applications from everyone regardless of background, and especially welcome applications from under-represented groups. Financials: 12% defined non-contributory pension scheme. Annual company bonus. Income Protection. Life cover - four times your salary. Time away: 25 days holiday a year plus bank holidays. Request to swap UK bank holidays for culturally or religiously significant days off. Option to buy/sell holiday days. Three days paid volunteering. Up to 16 weeks' full pay for maternity, paternity and adoption leave. Your health is important to us: Access to Private medical insurance. Virtual GP appointments. Discounted gym membership. Free flu jab. Access to support from wellbeing partners. We're making a difference: Creating a brighter, more sustainable future is central to our mission. Our charitable arm has awarded grants and volunteered time valued at over £90 million.
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