SME Account Manager Team Leader, Mid-Market in London

Company Description

At Coface we make trade happen every day. Our 5,200 experts representing 80+ nationalities in 58 countries are united by a shared purpose: helping companies navigate through uncertainty by empowering them to make the right decisions and trade smarter in a complex world. With nearly 80 years of global experience, we offer companies a full range of solutions: Trade Credit Insurance, Business Information, Debt Collection, Single Risk insurance, Surety Bonds, Factoring — all driven by a unique data patrimony, cutting-edge technology, innovation and a deep understanding of the global economy. Joining Coface means being part of a close-knit international organization, where your ideas matter. We foster a culture of learning, collaboration and inclusion where you are given responsibilities and can see the impact of your actions. Shape the future of trade with us. Join our team!

Job Description

• Lead, inspire and develop the SME Account Management and Policy Services team, fostering a collaborative and high-performance culture.
• Provide ongoing coaching, guidance and constructive feedback to support individual growth and team capability.
• Act as the primary escalation point for complex client matters, operational issues and team queries.
• Effectively manage team capacity, workload distribution and priorities to ensure delivery against agreed service levels and deadlines.
• Champion a culture of accountability, continuous improvement, customer-centricity and regulatory compliance.
• Partner closely with the Head of Account Management on performance management, resource planning and delivery of team objectives.
• Ensure consistent adherence to policies, procedures and data quality standards, maintaining excellence in client communication.

• Manage a portfolio of SME and Mid-Market clients across both brokered and direct channels.
• Build and maintain strong, long-term client relationships, acting as a trusted advisor and key point of contact.
• Lead client meetings, reviews and negotiations, including engagement with senior stakeholders where required.
• Proactively identify and deliver cross-sell and up-sell opportunities to maximise portfolio value.
• Drive client retention, renewal and portfolio growth through proactive engagement and high-quality service delivery.

• Oversee the end-to-end administration, renewal and endorsement of SME contracts, ensuring accuracy, quality and SLA adherence.
• Support scheme renewals on an exception basis where required.
• Ensure team compliance with internal policies, regulatory requirements and risk frameworks.
• Monitor KPIs and produce regular performance insights on client activity, service delivery and team effectiveness.
• Identify and implement process improvements to enhance operational efficiency, customer experience and service quality.

• Bachelor’s degree in Business, Finance or a related discipline (or equivalent experience).
• Strong understanding of the trade credit insurance market and associated commercial challenges.
• Working knowledge of risk underwriting principles and claims processes.
• Proven experience leading, coaching or supervising a team within a client-focused, operational or account management environment.
• Demonstrated account management experience within SME, financial services, insurance, trade credit insurance or a related sector.
• Experience operating within a regulated environment, with a solid understanding of compliance and governance requirements.
• Strong client focus, with a commitment to delivering excellent customer outcomes.
• Excellent communication, stakeholder management and negotiation skills.
• Highly organised, with the ability to prioritise effectively and manage multiple deliverables within tight deadlines.
• Strong attention to detail, accuracy and personal accountability.
• Ability to collaborate effectively within a fast-paced, dynamic environment.
• Proficient in CRM systems and comfortable working with data to inform decision-making.

Additional Information

Why Join Coface? At Coface, we offer a dynamic, international working environment where your expertise will directly contribute to the success and expansion of our UK business. You will work alongside high-calibre professionals in a fast-paced, strategic role with strong exposure to senior leadership and cross-border collaboration. If you are a commercially minded professional looking for an exciting opportunity to make an impact, we invite you to apply. Coface UK & Ireland Certified as a Great Place to Work®.