Lead Account Manager - Insurance Domain in London

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Role Overview / Summary

The Lead Account Manager is responsible for managing the onsite client relationship for a dedicated Insurance account based in London, UK. This role serves as the primary liaison between the client organization and the delivery teams, ensuring seamless communication, service excellence, and alignment of delivery outcomes with client business objectives. The incumbent will be the face of the organization at the client site, responsible for building trust-based relationships with client stakeholders, overseeing day-to-day service delivery, and ensuring that all contractual, operational, and compliance obligations specific to the insurance domain are consistently met. This is a client-facing, business-critical role requiring strong domain expertise in insurance processes, exceptional stakeholder management skills, and proven experience in managing complex onsite engagements within regulated industries.

Key Responsibilities

• Own and manage the end-to-end onsite client relationship for the Insurance account, serving as the single point of contact for all client-facing matters to grow and farm key insurance accounts.
• Build and maintain strong stakeholder relationships with client leadership, business sponsors, and operational teams to ensure continued trust and engagement.
• Provide oversight of service delivery performance, ensuring consistent quality, timeliness, and adherence to agreed service standards.
• Act as the first point of escalation for client issues, driving timely resolution in coordination with delivery and support teams.
• Track, monitor, and report on SLAs and KPIs, proactively identifying performance gaps and implementing corrective action plans.
• Coordinate closely with offshore and distributed delivery teams to ensure alignment of priorities, resource planning, and consistent service execution.
• Prepare and present regular performance reports, business reviews, and governance updates to client leadership and senior stakeholders.
• Ensure strict adherence to risk management and regulatory compliance requirements specific to the insurance domain, including data protection and industry-specific controls.
• Identify and pursue opportunities for account growth, service expansion, and contract renewals in partnership with sales and account leadership.
• Provide day-to-day people management and mentorship for onsite team members, including performance management, capability development, and resource planning.

Required Skills & Competencies

• Understanding of modern data and analytics platforms including Guidewire, AWS, Azure, Databricks, Snowflake and BI ecosystems.
• Familiarity with Generative AI and Agentic AI use cases in Insurance lifecycle.
• Strong stakeholder management capabilities, including conflict resolution and expectation management across multiple client and internal groups.
• Solid working knowledge of insurance domain processes across Property & Casualty (P&C), Life, and/or Health insurance lines of business.
• Demonstrated experience in account management, including ownership of client satisfaction, delivery governance, and commercial outcomes.
• Strong analytical and problem-solving skills with the ability to diagnose issues and drive sustainable resolutions.
• Proficiency in data-driven reporting, including the ability to interpret performance metrics and translate them into actionable insights.
• Proven people and team leadership skills, including experience managing and developing onsite teams.
• High degree of professionalism, discretion, and business acumen appropriate for a client-facing leadership role.
• Excellent client-facing communication skills, both written and verbal, with the ability to engage confidently with senior stakeholders.

Qualifications & Experience

• 10+ years of total professional experience, with a minimum of 5 years specifically within the insurance domain.
• Demonstrable experience in account management or client relationship management roles, ideally within an onsite or client-embedded delivery model.
• The role requires an experienced professional capable of operating independently, influencing senior client stakeholders, managing escalations without close supervision, and contributing to account strategy and growth planning.
• Prior experience managing cross-functional or geographically distributed teams, including coordination with offshore delivery centers.
• Experience operating within regulated or compliance-sensitive environments is highly desirable.
• Bachelor's degree in Business Administration, Insurance, Finance, or a related discipline; relevant postgraduate qualifications are an advantage.

Domain Knowledge Requirements (Insurance Specific)

• Underwriting: Working knowledge of underwriting workflows, risk assessment processes, and policy issuance lifecycles.
• Claims: Understanding of claims intake, adjudication, settlement processes, and associated turnaround time expectations.
• Policy Administration: Familiarity with policy administration systems, endorsements, renewals, and policyholder servicing processes.
• Regulatory Compliance: Awareness of UK insurance regulatory frameworks, including Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) requirements, Treating Customers Fairly (TCF) principles, and data protection obligations under UK GDPR.
• Ability to ensure that delivery practices and client interactions remain compliant with evolving regulatory and industry standards specific to the UK insurance market.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!