The Department/TeamThe Client Operations team supports the firm's Top Insurance Client Programme, providing operational support and oversight across all regions and insurance lines.
Working closely with partners, fee earners, Business Services teams and client stakeholders, the team ensures the effective delivery of contractual commitments, service levels, client reporting requirements, governance activity and continuous improvement initiatives.
The team acts as a central interface between client stakeholders and internal support functions, helping to resolve operational challenges, improve data quality and support the delivery of a consistent and commercially sustainable service model across the programme.
The Role The Client Operations Manager acts as the primary operational contact for assigned clients within the Top Insurance Client Programme, building effective working relationships with client stakeholders and internal teams to support the successful delivery of client requirements.
The role is responsible for overseeing operational performance, contractual compliance, client reporting and service delivery activities across all regions and practice areas supporting the client. Working closely with client vendor management teams, claims teams, relationship partners and Business Services functions, the post holder ensures operational issues are effectively managed and opportunities for service improvement are identified and implemented.
The Client Operations Manager plays a key role in supporting client governance, maintaining operational oversight and promoting a culture of continuous improvement to enhance both client experience and business performance.
Key ResponsibilitiesService Delivery & Governance- Act as the primary operational contact for assigned clients within the Top Insurance Client Programme, building effective relationships with client stakeholders, relationship partners, fee earners and Business Services teams to support the successful delivery of client requirements.
- Oversee the day-to-day operational delivery of client service requirements, ensuring contractual commitments, service levels, reporting obligations and governance activities are delivered consistently across all regions and practice areas supporting the client.
- Represent the firm in client meetings, including performance reviews, governance forums and operational working groups, managing operational queries, coordinating actions and supporting the resolution of service delivery issues.
- Support the implementation of operational initiatives, service enhancements and process improvements, ensuring effective communication, stakeholder engagement and adoption across the business.
Contract Management and Client Requirements- Maintain a detailed understanding of client contractual arrangements, service level agreements and operational requirements, ensuring obligations, risks and service commitments are understood and effectively managed across the business.
- Work closely with Client Relationship Partners, Client Development and Business Services teams to support contract renewals, new business opportunities and client onboarding activities, providing operational input on service requirements, delivery considerations and commercial impacts.
- Review and assess new or amended client requirements to determine operational feasibility, resource implications and associated costs, ensuring all impacted teams are engaged and delivery commitments can be supported effectively.
- Coordinate the implementation of contractual and commercial changes, including billing arrangements, rate updates, reporting requirements and operational processes, ensuring requirements are accurately communicated and embedded across the business.
Performance Management, Reporting & Continuous Improvement- Lead the delivery and review of client reporting and management information, ensuring reporting requirements are met and data is used to provide meaningful insight into operational performance, service delivery and client outcomes.
- Analyse client, operational and performance data to identify trends, risks, improvement opportunities and areas of best practice, making recommendations to stakeholders and supporting the implementation of agreed actions.
- Support the preparation and delivery of client performance and governance meetings, providing analysis, commentary and insight into performance against agreed objectives, service levels and contractual requirements.
- Work collaboratively with fee earners, partners and Business Services teams to improve data quality, reporting compliance and operational processes, promoting a culture of accountability and continuous improvement.
Business Development & Operational Projects- Support Client Development, Relationship Partners and Business Services teams with client retention, growth and new business activities, providing operational expertise and insight into client requirements and service delivery considerations.
- Contribute to operational projects and strategic initiatives that support improvements in client service, operational effectiveness and business performance, coordinating activity and monitoring progress to support successful implementation.
Essential Skills & Experience- Excellent verbal and written communication skills.
- Strong understanding of insurance claims and legal service delivery processes.
- Experience producing, analysing and interpreting management information to identify performance trends, risks and opportunities for improvement.
- Experience managing client reporting, KPIs, service levels and contractual service requirements.
- Experience reviewing and implementing client contractual requirements, including assessing operational impacts and delivery considerations.
- Commercial awareness and an understanding of how client requirements influence operational delivery, resourcing and business performance.
- Strong stakeholder management skills and a proven track record of building effective relationships with clients, partners, fee earners and Business Services teams.
- Confident presenting to clients and internal stakeholders, both in person and virtually.
- Proven track record of delivering continuous improvement initiatives and operational projects.
- Pragmatic problem solver, capable of identifying solutions and driving issues through to resolution.
- Strong understanding of Business Services functions and their role in delivering client requirements.
- Highly organised, with excellent attention to detail and a structured approach to managing competing priorities.
- Proactive and adaptable, committed to continuous improvement and positive change.
- Advanced knowledge of Microsoft Office, particularly Excel and PowerPoint.
