Customer and Service Delivery Lead (Part-Time, Job-Share, Full-Time)

This role will sit in the Performance and Change team, covering our customer service and delivery across market teams and the Service team. The responsibilities will be as follows:

• Cross-market oversight of service and central point for operational matters, interfacing between market teams, Performance & Change and Technical Underwriting
• The role will be about ensuring excellent customer service across ZM, overseeing adherence to process and standards and supporting the development of operational skills
• This role will also continue to develop our Service team capabilities, where we seek to add value and reduce time spent by Underwriters and Sales colleagues on work that is not core to their role
What are we looking for?
• We are 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 to ensure consistent processes are in place and adhered to. Drive compliance and excellence through implementation of controls and quality assurance
• Interface between market teams, Performance and Change and Technical Underwriting to unlock blockers and coordinate cross segment operational activity.
• Lead the continued transformation of the Service organisation for ZM, with a focus on developing an organisation that prioritizes customer experience and ensures team success. Build on current project work, ensuring quick wins are delivered, and the overall strategy for Service delivery / Workflow between teams is agreed and implemented.
• Develop, agree and initiate implementation of a strategic plan with key stakeholders to create a future talent pipeline for sales and underwriting roles across ZM. Establish comprehensive career paths
• Drive and embed a culture of data driven performance management across Sales and Underwriting, through development of our people leaders and embedding a culture of accountability and service across ZM. Support upskilling on operational management
  
  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 provide insurance for organisations of all sizes across the UK, from insuring a large local authority to small community groups.
The way we engage and serve our customers is a key differentiator for Zurich Municipal. 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. This role is available part-time, job-share or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren't available full-time. Please talk to us at interview about the flexibility you may need., With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry. We therefore look to hire great people and we encourage those people to give their best.

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers and we want our employee base to reflect that. Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics. With the above in mind we accept applications from everyone regardless of your background, beliefs or culture however we especially welcome applications from women, people from ethnic minorities, people with a disability and people who are LGBT+ as these groups are currently under-represented in our organisation. 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. We have won numerous awards for our work on Diversity and Inclusion. We are also proud to be nominated for the 2020 Insurance Times award for Diversity and Inclusion. You can read about our awards on our website. So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. The 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.
• You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
• The option to buy up to an additional 20 days or sell some of your holiday.
• 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 a wealth of support from our wellbeing partners.
We're making a difference
• Creating a brighter, more sustainable future underpins all that we do here in Zurich. We were the first insurer to sign the 'UN Business Ambition for 1.5 C' pledge.
• Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.