INTERNATIONAL CUSTOMER SUPPORT MANAGER: 12 MONTH FTC

International Customer Support Manager : 12 Month FTC

84561 Job title : International Customer Support Manager (12 Month Fixed Term Contract)

Location : Douglas, Isle of Man

Closing date : 1st February 2022

The opportunity :

This is an excellent development opportunity to join the corporate business on the Isle of Man. The role would suit a high performing individual who is looking for an opportunity to broaden their business experience and develop their skills and knowledge.

The corporate business on the Isle of Man is known as Zurich International Corporate Solutions (ZICS) and provides international group risk and corporate savings solutions to multinational companies via specialist intermediaries and employee benefit consultants.

We also provide domestic solutions where our licenses allow and where it makes sense to do so. ZICS has insured risk of over USD93bn across 1,353 group risk customers manages USD5.

2bn of assets under administration across more than 750 savings customers.

The Customer Support Managers (CSM) are responsible for supporting the Customer Account Managers and Client Relationship Manager across a portfolio of existing plans to help deliver financial growth, retention targets and a positive customer experience, and leading the relationship for other smaller customers.

The CSM Team is the first point of contact for key plan administrators, sponsors or trustees and ensure queries are dealt with in line with SLAs and / or customer expectations.

This will involve a close and collaborative working relationship with Client Service colleagues.

They will own data input into Zurich systems and produce customer MI as requested both internally and for customers to support scheme stewardship.

Key responsibilities :

Creates, develops and actively handles relationships with customers and internal key contacts.

Act as key plan point of contact for all plan administrators / sponsors related issues and enquiries and escalation point for out of SLA member level issues.

Understand and align with responsibilities associated with regulatory bodies and understand how they may affect the customer.

Deliver plan reporting for trustees / customers.

Strengthen key relationships within client service team.

Support and deliver ZIO training, usage and query management.

Demonstrate alignment to customer values & identity through knowledge of client business.

Actively reviews scheme activity and where appropriate promotes tools to target new joiners and incremental business as guided by CAM / CRM.

Maintaining up-to-date records of customer contact and activity.

Attendance & participation as required at trustee, customer meetings and other corporate events, both on and off site.

Support / lead internal projects and product development, offering insight and through user acceptance testing and other similar activities.

Working with client service team colleagues ensure we deliver on our service proposition SLAs .

Work with administration teams to tailor administration processes to suit customers day to day business requirements and ensure ZIO is completely utilised to the mutual benefit of Zurich & the Customer.

Provide accurate, compliant and timely plan reports for Customers, CRM & Trustee as requested or assigned.

Uses knowledge to develop others and drive standard methodology.

Your skills and experience :

An ability to understand, interpret and translate customer enquiries into resolution actions.

Internal and external relationship building skills.

Excellent communication & influencing ability, both by telephone and face to face;

Excellent personal planning and organisation capability.

Basic negotiation capability.

Highly motivated and forward thinking a person who is proactive and seeks to make positive changes, seeing these through from inception to fruition in the process.

Detailed knowledge and understanding of Microsoft Excel.

Ability to deal with and resolve challenging issues for key customers and distributors.

Experience & Familiarity of corporate customer administration and / or relationship management.

Desirable, although not mandatory :

A good understanding of our international savings proposition;

Progress towards certification in pensions, risk, insurance or employee benefits would be desirable.

The reward :

In return we are offering an attractive salary plus a generous benefits package. We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

As well as this at our bespoke, state-of the art headquarters we have free on-site car parking.

Who we are :

Zurich International is headquartered in the Isle of Man and there are approximately 250 employees based in our Douglas-based office.

Zurich International was established in 1982, and over those 35 plus years our business model has evolved to accommodate the changing needs of insurance for both retail and corporate customers.

Zurich International now focuses on offering protection and unit-linked propositions worldwide for approx. 270,000 international mobile and domestic affluent customers in its respective markets.

Zurich International supports markets in Europe, Middle East & Asia (EMEA) operating through branches in Dubai, Qatar, Bahrain, Hong Kong and Argentina.

In total, Zurich International manages over $10bn of funds for both retail and corporate customers.

Further information :

At Zurich, we aim to have a diverse mix of employees that reflects our customers and the communities in which we live and work.

Our diversity and inclusion initiatives are shaping an environment where everyone feels welcome, regardless of age, sex, gender identity, race, religion or belief, disability, sexual orientation, marriage / civil partnership, pregnancy / parental and mental health status.

Our approach ensures that Zurich is a place that values different opinions, respects personal needs, and provides equal opportunities for all.

We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.