THE POSITION
We are looking for a Client Services Operations to act as a key point of contact between internal operations teams and the clients. This is a client-facing role with daily interaction, focused on consolidating operational insights, supporting relationship management, and driving continuous improvement initiatives.
The role will play a critical part in complaints management, quality improvement, audit coordination, and reporting, ensuring alignment between internal execution and partner expectations.
Key Responsibilities:
- Client & Stakeholder Management:
- Act as a primary point of contact for clients/partners on operational topics
- Build and maintain strong working relationships with stakeholders
- Ensure timely and clear communication of updates, insights, and actions
- Complaint Management & Analysis:
- Consolidate and analyse complaint data
- Provide regular updates on ongoing complaint cases to stakeholders
- Support escalation analysis, including:
- Identification of critical issues
- Definition of required corrective action
- Work closely with CSOs responsible for direct member contact, ensuring alignment between insights and operational handling
- Continuous Improvement & Quality:
- Own and maintain the Quality Improvement Plan:
- Track actions and progress
- Ensure follow-up and accountability
- Identify improvement opportunities based on complaint insights and quality assessments
- Perform complementary quality evaluations to support existing assessments
- Contribute to strengthening operational excellence and service quality
- Own and maintain the Quality Improvement Plan:
- Audit & Compliance Support:
- Support Partner Audit processes, including:
- Gathering required documentation
- Preparing materials for audit sessions
- Participating in audit meetings
- Collaborate with Audit Office and CSM teams to define and track action plans
- Support Partner Audit processes, including:
- Reporting & Data Consolidation
- Ensure accurate and timely reporting
- Develop content for client/partner meetings
- Support presentation preparation for governance and performance meetings
YOUR PROFILE
Experience:
- Experience in client-facing roles, preferably in operations or customer experience
- Background in complaints handling, quality, or process improvement is a strong plus
- Experience working with cross-functional teams and stakeholders
Skills:
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- High level of organization and attention to detail
- Ability to manage multiple priorities and deadlines
- You are fluent in English (C1 level), Portuguese and/ or French are a plus
- Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook)
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.
About Us
For almost 80 years, Henner has been helping companies, professionals, and individuals with their health and social protection needs.As an independent international company, Henner has more than 2,000 employees and operates in 21 locations around the world. Every day, we support 64,000 companies and 2.5 million beneficiaries.
Our services bring together consulting, insurance brokerage, claims management, and medical expertise to provide the best support to our clients and their beneficiaries. Our commitment is reflected in our motto: "Here to Care." We are here when our clients, partners, and members need us, and we care for them as we would care for our own family.
Skills Required
- Experience in client-facing roles
- Experience working with cross-functional teams and stakeholders
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- High level of organization and attention to detail
- Ability to manage multiple priorities and deadlines
- Fluent in English (C1 level)
- Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook)
- Background in complaints handling, quality, or process improvement
- Portuguese and/or French language skills
What We Do
Founded in 1947, Henner is an independent international insurance group specializing in social protection and health insurance. The company provides tailored insurance solutions, including health insurance for expatriates and corporates, as well as life and disability coverage. It operates as a broker and third-party administrator, managing innovative health and life insurance plans for individuals, families, and companies worldwide.
