Client Services Manager

 Client Services Manager

About us  

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

Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA-regulated business providing global claim funds management and payment solutions. Operating one of the largest banking and payment settlement networks in the world, we give our customers direct access to 200 countries and currencies. Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds and deliver a superior claimant experience. Our market-leading treasury proposition provides insurers with transparency and control over their claim funds, even when delegated to third-parties, allowing them to have their money in the right place, at the right time, to make that all-important payment when customers need it most. 

With over 240 employees across our London headquarters, Europe, and the US, $93m Series C funding secured, and exceeding £15bn 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?  

The role

We’re looking for a Client Services Manager to join our Team in Holborn, London. You will be working alongside our Relationship Management Team playing a pivotal role in the heart of our business, focused on our TPA network operating in the world’s largest insurance markets.

The Client Services Manager role falls within the Commercial Team, which is part of Vitesse’s broader Commercial Sales Team, reporting to our Head of Client Services and focusing specifically on our TPA platform users.

Through proactive engagement, you will build strong relationships, gain exposure to all products, solutions and processes to support our customers’ businesses. As the clients go-to person within Vitesse, you will work alongside various Product and Operations teams to deliver exceptional levels of customer service, whilst supporting the Commercial Team’s growth.

RESPONSIBILITIES 

• Develop strong relationships with a portfolio of approx. 20 TPA clients through proactive engagement, effective communication and a deep understanding of our product offering.
• Collaborate closely with your established colleague network across the organisation to ensure all customer requirements/needs can be satisfied in an efficient and timely manner.
• Drive revenue growth across key customers, working alongside the Commercial team to execute the broader sales strategy from onboarding prioritisation to optimising payment flows.
• Collaborating with Customer Support to triage complex queries.
• Handle customer escalations across service points – including co-ordinating response and holding internal teams accountable for resolution.
• Adherence to response time SLAs, seeking opportunities to improve quality and speed and working with support and ops team to embed new processes.
• 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.
• Leveraging industry expertise and client feedback to improve our product proposition. Work closely with Relationship Management, Solutions, Operations and Product teams to create more value for our existing client base.

• Minimum of 3 years’ experience in a customer facing role with a strong client-oriented focus.
• Proven experience within the Insurance industry and/or global banking and payments infrastructures would be highly beneficial.
• Analytical mindset - ability to utilise data to support strategy and decisions.
• Effective communicator and good listening skills are essential.
• Proficient in excel, word, power point & outlook.
• Ability to build and grow sustainable client relationships.
• Ability to prioritise workloads and complete tasks in a timely manner.
• Strong sense of ownership and accountability
• Used to working in a fast-paced environment.

• 25 days Holiday per year (increasing by 1 day per years' service, up to 30 days) + Bank Holidays  
• Hybrid working arrangements – minimum 2 days in the office, Tuesday - Thursday 
• Contributory pension scheme  
• Enhanced Parental leave   
• Cycle to Work Scheme  
• Private Medical Insurance with AXA 
• Unlimited access to therapy sessions through our partner, Oliva   
• Discounted Gym membership through Gympass 
• Financial Coaching with Octopus Wealth  
• 2 days of volunteering leave per year  
• Sabbatical after 5 years’ service   
• Life Assurance - MetLife (UK employees only)
• Ongoing Learning and Development to support you reach your career goals  

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 Employer We 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. Please confirm if selected for an interview, what interview adjustments you would need? You can contact Clara Moretti-Greene on clara.moretti-greene@vitesse.io or in her absence contact our People Team PeopleTeam@vitessepsp.com.