Client Services Manager - FR and EN Speaker W/M - Lisbon

THE POSITION

 

Our Operations Department is recruiting a "Client Services Manager - FR and EN speaker W/M" on a permanent contract. Your position is based in Lisbon.

Reporting to the Operations Site Manager, you will be responsible for building, organizing and leading a dedicated team of Client Services Officer, ensuring service excellence in the management of international health insurance plans.

 
This new role is key for strengthening our client-focused organization, allowing us to expand capacity, reinforce client management, and create a specialized team operating independently from existing structures.

 

You manage and supervise the activity of your team:

• You control and monitor activity reports (reports, deadlines);
• You ensure the satisfaction of all your contacts (policyholders, partners, internal and external customers, etc.);
• You ensure that our quality process is respected in your team;
• You contribute to the improvement of processes (quality, efficiency, deadlines, etc.);

 

You are in charge of your clients in your scope:

• You represent the company by preparing the meetings and the presentations;
• You manage the complaints;
• You work with our sales managers to improve client satisfaction;
• You work with our sales managers on tender process;
• You will work hand in hand with your clients and bring support and expertise for all highlights of the year (renewal discussion, communication to the employees, contractual follow up etc.).

 

You support your team on a daily basis:

• You recruit, integrate and support the development of all your employees in accordance with our "caring" values;
• You define and challenge collective and individual objectives;
• You detect talent and help your employees grow by listening to them, being close to them and understanding their training needs.

 

YOUR PROFILE

 

You have a previous successful experience in improving customer journey, client service or similar job roles. A degree in insurance or management will be a plus... but your personality interests us just as much.

 

You are able to work well in a self-directed, fast paced environment and you use initiative. You are familiar with administration software, KPI’s. You are methodical and demonstrate rigor, organization and reactivity on a daily basis. You are concerned with achieving the objectives set: processing quality, volumes, deadlines. You are enjoy working within a team. You are customer satisfaction oriented.

 

You are thorough, organized and have an eye for detail, oriented results and you have proven skills to adapt to change and build trusted relationships.

 

You are a team player, can actively listen and have a commercial feeling that will help you succeed in your role.

 

You must be fluent in English and French (level C1) and in Portuguese in order to carry out your missions.

In short, you are someone who can be counted on and who also likes to be able to count on a respectful and supportive work environment.

 

WHY JOIN US?

 

By joining our teams, you will benefit from training in Lisbon, full support in our businesses and tools, and local management.

Your position is a permanent contract and you benefit from all the social advantages granted to our teams: free healthcare insurance for you and your family, annual variable bonus if you achieve your objectives, quarterly profit-sharing bonus, meal allowance and monthly transportation allowance.

 

The job can be taken in the next few days (or weeks) depending on your availability.

 

HENNERINT

ResponsibilitiesAssurer la responsabilité hiérarchique d’une équipe (recrutement, évaluation des collaborateurs, accompagnement carrières, besoin en formation, …), Être force de proposition sur l’amélioration des process de Gestion (qualité, satisfaction client, délais). , Être représentant de l’entreprise auprès des clients et partenaires (ex : courtiers, assureurs, institutions, etc.). , Coordonner son action avec ses pairs et identifier les actions permettant de potentialiser au-delà de son périmètre , Développer l’activité , Piloter l’activité de l’Unité de Gestion en contrôlant les tableaux de bord d’activité opérationnelle (reporting, optimisation des ressources, …), S’assurer du niveau de compétences et d’engagement de l’équipe , Travailler étroitement avec les différents services et plus particulièrement le commerce, notamment intervenir avec les commerciaux sur certains dossiers afin d’améliorer la satisfaction client ou soutenir techniquement les commerciaux lors des négociations aux clients ou reporting d’activités About Us