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Company The OneLife Company S.A.   Read our profile
Description: OneLife exists to overturn conventional attitudes to life assurance. A specialist in this area with over 25 years’ experience, we develop cross-border financial planning solutions for Ultra High Net Worth, High Net Worth and High Affluent clients across Europe.
Whether it’s a question of long-term savings, inheritance planning, tax optimisation, or simply understanding how to better manage wealth, we are dedicated to providing sophisticated, compliant and innovative solutions that are crafted to suit each individual and their evolving needs.
Together with a solid network of select partners – including private banks, family offices and independent financial advisers – our dynamic team of international experts offer a fresh approach that helps understand and anticipate the needs of wealthy clients in a world of change.
With more than €6bn in assets under management, OneLife is owned by J.C. Flowers & Co – one of the leading investment firms in the international finance industry.
Address: 38, Parc d'activités de Capellen, B.P. 190, L-8303 Capellen , Luxembourg  
Tel: +352 45 67 301
Fax: +352 45 67 34
Website:
Customer Services Manager (m/f)


The mission

The overall purpose of this role is to manage a Customer Services Team in order to provide a world-class “post sales” service by means of close follow-up, very efficient communication and a high level of pro-activity towards our Clients and to leverage on service excellence to strengthen relationships with partners and achieve long term positive cooperation during the life cycle of the policy.

Main requirements

  • Ensure that strategic objectives of the company are shared and supported within your team
  • Proactively solve operational issues and provide regular reports to management and team
  • Identify and /or implement process amelioration to encourage a culture of service continuous improvement
  • Ensure day to day workload is managed in a timely and efficient manner amongst the team members, continually assessing ways to improve
  • Develop and maintain excellent relationship with key business partners in all markets through proactive and reactive contacts
  • Agree service levels, including differentiated service level for privilege partners, and report regularly and accurately and accurately on the delivery of the required
  • Manage resources to meet the service level, identifying issues and taking proactive action to avoid these
  • Agree SMART objectives with each team member
  • Conduct appraisals, agree objectives and identify training needs
  • Monitor delivery and provide timely feedback on achievement, ensuring that both performance and improvement are recognised and acted upon accordingly
  • Coach and develop team members to grow in their roles
  • Ensure team performance objectives are achieved and proactively contribute to departmental performance objectives
  • Role model corporate values at all times
  • Be independently able to engage team members to achieve high performance levels
  • Take independent ownership of projects ensuring quality of content delivery within deadlines
  • Act as a reference point to the team for all Tax and Legal topics

 

Profile

  • Master Degree in Insurance/Finance or Back Office Management
  • Excellent knowledge of Insurance and Finance legal related topics
  • Ideally, you have been running a client service desk in the financial sector, experience in a Life Insurance Company client support role, in a will be a strong asset
  • 5 years’ experience of managing high performing teams in an operational environment
  • Excellent communication skills (being able to build effective relationships and adapt communication style to the counterparty, always in a professional manner)
  • Ability to listen to other opinions as well as being confident of your own and find balanced solutions
  • Team player with excellent interpersonal and communication skills
  • A mature person capable of working independently and able to demonstrate a high level of initiative and problem solving capabilities and Capability to make decision efficiently
  • Possess drive, influential and persuasive skills as well as the ability to achieve results through working in a logical and systematic manner
  • Ability to develop clear and workable plans
  • Problem solver and solution oriented
  • Reliability and accountability
  • Flexible and adaptable, you will be an Ambassador for change
  • Knowledge of Microsoft Office Tools
  • Fluent in French and English (written and spoken), Dutch is an asset

 

Join the team

If you’re interested in joining the team, send your application in English to us via the platform of jobs.lu.


Location   Capellen
Payment Not communicated
Category Accountancy / Finance, Call-Centre, Insurance
Terms Permanent, Full-time
Last updated 20/04/2017

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