Customer Relations Manager

Job Type:

Permanent

Build a brilliant future with Hiscox
 

Hiscox, a specialist international insurance group with over 100 years of experience, is seeking a strategic Customer Relations professional to build and optimize its customer relations function in the United States. This pivotal role will report to the Head of Operations Strategy and Shared Services, focusing on establishing a robust complaint management process that aligns with Hiscox's core values.
As a key member of the Hiscox U.S. team, you will collaborate closely with service vendor resources, internal legal, and compliance teams to develop and implement a comprehensive customer relations strategy. Hiscox USA, which serves over 500,000 small business customers across all states, is committed to protecting businesses and encouraging entrepreneurial courage through exceptional service and innovative insurance solutions.
The ideal candidate will bring expertise in process improvement, regulatory compliance, and customer experience management, helping to drive Hiscox's mission of supporting courageous businesses while maintaining the highest standards of professional conduct.

Responsibilities:

• Collaborating with our service vendor's resources and internal legal and compliance teams to establish and optimize the customer relations function for Hiscox U.S.

• Developing and implementing strategies to manage customer complaints effectively, ensuring alignment with U.S. insurance regulations and Hiscox's standards

• Overseeing the day-to-day workflow, reporting, and resource allocation to meet or exceed all internal and regulatory SLAs

• Managing a caseload of complex or high-profile complaints and operational risk events, serving as the escalation point for technical or complex matters

• Working closely with senior stakeholders across the business to drive consistent, fair, and prompt complaint responses

• Assessing current processes and designing future improvements for the customer relations function

• Establishing and maintaining relationships with relevant U.S. regulatory bodies to ensure effective communication and compliance

• Conduct root cause analysis to reduce repeat complaints and improve overall customer experience

• Supporting the business as a subject matter expert in customer relations for new proposition developments

• Developing and implementing effective processes, procedures, and controls for complaint handling, with regular reviews and updates

This role offers growth opportunities, including the potential to lead a team as this capability is expanded.

Skills and Experience:

• Proven experience in customer relations, complaint management, or a similar role within the U.S. insurance sector

• Strong knowledge of U.S. insurance regulations, including state-specific requirements and federal guidelines

• Experience in process improvement and strategic planning

• Excellent project management skills with the ability to build and implement new functions

• Strong analytical skills for identifying operational and conduct risks

• Outstanding communication and interpersonal skills, with the ability to influence and collaborate with various stakeholders at all levels

• Demonstrated ability to work effectively with external vendors and cross-functional teams

• In-depth understanding of customer experiences principles and best practices in complaint handling

• Self-motivated with strong initiative and the ability to work independently

• Passion for customer advocacy and commitment to driving positive change

• Excellent problem-solving skills and the ability to exercise sound judgment in complex situations

• Familiarity with U.S. insurance market trends, emerging risks, and regulatory changes

Education and Certification:

• Bachelor’s degree in Business Administration, Communication, or a related field is preferred

• Certified insurance service representative (CISR) designation is highly desirable

**Please note that this position is hybrid and requires two (2) days in our office weekly**

Salary Range: 85-110k

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