SME Account Manager Team Leader, Mid-Market

Full-time Department: Commercial - 002

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!

Mission

We are seeking a commercially focused and people-oriented SME Account Manager Team Leader to lead, support and develop the SME Account Management team. This role combines hands-on account management with day-to-day team leadership. The successful candidate will be responsible for managing a portfolio of SME Mid-Market clients while ensuring the team delivers high-quality service, meets agreed service levels, maintains strong compliance standards and consistently provides an excellent customer experience. The Team Leader will play a key role in creating a positive, accountable and customer-focused team culture. They will coach team members, support performance, act as an escalation point and help drive continuous improvement across processes, service delivery and client engagement.

Key responsibilities include

• Team Leadership and People Management
  • Lead, support and motivate the SME Account Management, creating a collaborative and high-performing working environment.
  • Provide day-to-day guidance, coaching and feedback to team members to support individual development and team effectiveness.
  • Act as the first point of escalation for team queries, complex client issues and operational challenges.
  • Redefine, standardise & digitalise our servicing proposition for SME.
  • Monitor team workloads, priorities and service levels to ensure work is completed accurately, efficiently and within agreed SLAs.
  • Promote a culture of accountability, continuous improvement, customer focus and compliance.
  • Work closely with other Commercial leaders to support performance conversations, resource planning and team objectives.
  • Ensure the team maintains high standards of data quality, client communication and adherence to Coface policies and procedures.
• Account Management and Client Service
  • Manage a portfolio of SME clients, including both brokered and direct policies.
  • Build and maintain strong relationships with assigned SME accounts, acting as a trusted point of contact.
  • Conduct regular client meetings and negotiations, including identifying and pursuing opportunities for cross-selling and upselling across the client portfolio.
  • Support the retention, renewal and growth of SME accounts through proactive relationship management and high-quality service delivery.
• Operational Delivery and Compliance
  • Oversee the administration, renewal and endorsement of SME contracts, ensuring completion within agreed SLAs and quality standards.
  • Support the administration, renewal and endorsement of scheme renewals by exception where required.
  • Monitor team compliance with Coface rules, regulatory requirements and internal processes.
  • Track key performance indicators and prepare reports on account activity, team performance and service delivery.
  • Identify process improvements that enhance customer experience, operational efficiency and quality of output.

Qualifications

• Bachelor’s degree in business, Finance or a related discipline.
• Understanding of the trade credit insurance landscape and related business challenges.
• Good working knowledge of risk underwriting and claims matters.
• Experience leading, supervising or coaching a team in a customer-focused, operational or account management environment.
• Strong account management experience, ideally within SME, financial services, insurance, trade credit insurance or a related sector.
• Experience working in a regulated environment, with an understanding of compliance requirements.
• Strong customer service mindset, with the ability to support Coface’s commitment to customer focus.
• Excellent communication, relationship-building and negotiation skills.
• Ability to prioritise effectively, manage multiple tasks and support the team in meeting deadlines.
• High level of accuracy, attention to detail and personal accountability.
• Strong organisational and time management skills.
• Ability to work collaboratively in a fast-paced and dynamic environment.
• Proficiency in CRM systems and data analysis tools.

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.