FCP Specialist - Senior Client Service Manager

The role specifically falls within the Commercial Team, which is part of Vitesse’s broader Commercial Sales Team, reporting to our Head of Client Services. The Commercial Team has a number of different responsibilities with the overarching aim of growing revenues across both existing and new customers. You will play a pivotal role liaising with internal and external stakeholders across the Lloyd’s Insurance Market.

YOUR MISSION

We’re looking for a Client Services Manager to join our Team in Holborn, London in a specialised role. You will be working primarily with our Relationship Management Team and Business Development to build strong relationships and support commercial growth across our client base with a specific focus on Faster Claims Payments (FCP) - our key Lloyd’s Market initiative.

You will become the go-to person within Client Service on FCP, and act as a key point of contact for all Managing Agents in relation to complex or emerging FCP queries. Managing resolution across Vitesse, Lloyd’s, LIMOSS, and relevant participants, you’ll use your experience to inform our roadmap and educate colleagues and market participants. You’ll be working alongside our Product and Operations teams to deliver exceptional levels of customer service while supporting the Commercial Team with revenue growth.

RESPONSIBILITIES

1. Develop strong relationships with our existing customers through a deep understanding of our FCP proposition with proactive engagement and effective communication.
2. Collaborate with internal Vitesse teams to resolve complex or emerging FCP queries, adhering to SLAs and seeking opportunities to improve quality, speed, and process where applicable.
3. Support complex query responses and ensure they are captured within market FAQ and other service record points and feed any necessary development change back into the Vitesse functions.
4. Provide training and support across internal and external teams to increase detailed understanding of FCP processes and impacts.
5. Work in collaboration with the Lloyd's/LIMOSS Partnership team and other key stakeholders to advocate for market participants.
6. Develop end-to-end process understanding.
7. Attend market events.
8. Adopt a value-based approach: demonstrate the value of our capabilities to influence decision-makers, internal and external, through informed and constructive conversations such as product developments, service levels, managing client expectations, strategic planning, and growth targets.

MINIMUM REQUIREMENTS

1. Experience in a customer-facing role with a strong client-oriented focus.
2. Strong confident communicator with excellent listening skills.
3. Good understanding of the Insurance/Lloyd’s market.
4. Analytical mindset - ability to utilise data to support strategy and decisions.
5. Proficient in Excel, Word, PowerPoint & Outlook.
6. Ability to build and grow sustainable client relationships.
7. Ability to prioritise workloads and complete tasks in a timely manner.
8. Ability to work effectively in a team to deliver solutions for clients.
9. Strong sense of ownership and accountability.
10. Used to working in a fast-paced environment.
11. Highly motivated to work in a start-up environment!
12. Strong understanding of the end-to-end FCP flow from both technical and operational perspectives would be advantageous.

BENEFITS

1. 25 days holiday per year (increasing by 1 day per year of service, up to 30 days) + Bank Holidays.
2. Hybrid working arrangements – minimum 2 days in the office, Tuesday - Thursday.
3. Contributory pension scheme.
4. Enhanced parental leave.
5. Cycle to Work Scheme.
6. Private Medical Insurance with AXA.
7. Unlimited access to therapy sessions through our partner, Oliva.
8. Discounted gym membership through Gympass.
9. Financial coaching with Octopus Wealth.
10. 2 days of volunteering leave per year.
11. Sabbatical after 5 years’ service.
12. Life Assurance - MetLife (UK employees only).
13. Ongoing learning and development to support you in reaching your career goals.

We are Vitesse – the payment provider of choice for the insurance and treasury industry.

Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA regulated payments business driven to be the payment partner of choice for the insurance market, by providing global payment services and treasury optimisation. Operating one of the largest domestic banking and payment settlement networks in the world, we give our customers direct access to more than 170 countries and territories, covering over 110 currencies. Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds, delivering a better customer experience to their claimants. Our market-leading treasury optimisation service brings complete control and transparency to insurers and allows them to have their money in the right place, at the right time, to make that all-important payment - fast, and when their customers need it most.

With now over 160 employees across Europe and our London headquarters, $26m series B funding in 2022 in the bag and approaching £8bn in processed transactions, we are only just getting started.

We are collaborative, customer-centric, and work with integrity, whilst partnering with some of the biggest insurance leaders including Lloyd’s of London and Many Pets. We take huge pride in our company culture, ensuring that everyone has a part to play, an opportunity to be heard, be involved, and the ability to make a real difference.

As we continue to scale up, we want like-minded humans to join us on this exciting journey. Are you ready?

Vitesse at our best – our values

The Vitesse values are a true reflection of what it takes to thrive in our business, so it’s important to us that any employee who joins our business is aligned with these 3 attributes:

Confident Humility

We don’t do ego and we know that unless we all win, none of us win. We admit when we’re wrong, ask for help and always think about the wider business before ourselves.

Driven to Succeed

We see the opportunity ahead of us and we won’t stop until we fulfil the potential we know we have. We hold ourselves to high standards and deliver high-quality outcomes for Vitesse and our customers.

Tenacious Responsibility

We take ownership for our actions and decisions, and face into the challenges that come our way. We are committed to seeing things through to completion, even in the face of adversity.

We are an Equal Opportunity EmployerWe are committed to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect.