Company Description
Verisk Specialty Business Solutions (formerly Sequel Business Solutions), has been a leading industry software specialist for over 25 years, delivering impactful, reliable solutions that provide end-to-end management of all insurance and reinsurance business. As a result, our clients are able to grow and better manage their business through greater efficiency, flexibility, and data governance. With powerful, flexible software and responsive services, we see the way to drive success for the fastest-growing insurance and reinsurance specialists.
Now, as part of the Verisk Analytics family, that legacy is even stronger. Aligning with the world’s leading data analytics company extends our ability to help clients overcome the toughest challenges.
Job Description
Role Purpose
The purpose of the client support services team is to enable our clients to be successful in their use of VSBS solutions. Our clients' success is our top priority. As an invaluable and reliable source of assistance we provide exceptional client support. We deliver dependable and scalable support services aligned to our clients' needs. Through a customer-focused approach and continuous improvement, we build long-term partnerships that increase client value. We make each interaction positive and valuable, setting the standard for support in our industry.
The Application Support Team Lead I has responsibility for managing the day to day running of a sub team of up to 7 people within the business support function and ensuring that VSBS are doing everything possible to deliver an exceptional support service to all its clients.
Key Activities and Responsibilities
- Manage day to day running of helpdesk for your sub team and the allocated scope of support services
- Escalation-point for your team and related tickets for your sub team
- Driving continuous improvement (CI) of the support services in your sub team and contributing to CI initiatives across the support function
- Ensure Client SLAs are met
- Regular engagement with clients to review the support service
- Recruitment / Resource planning
- Provide Structured objectives / Mentoring / Performance Reviews for members of the team
- Ensure team members are motivated and have the right level of training to do their job
- Manage personal growth of team members
- Involvement with service transition to ensure a smooth handover from projects to client go-lives
- Service reporting to Account Managers / Service Delivery Managers & clients
- Manage Hyper-care and Chargeable Support projects, and organise out of hours support if needed
- Ensure client benefit is at the heart of everything we do
- Adhere to corporate policies, procedures and standards
- Ensure that data security and data privacy corporate guidelines and processes are followed
- Be supportive of product development and product strategy initiatives.
- Ensure department processes are documented and adhered to.
- Ensure knowledge is captured, protected and shared accordingly
- Where necessary, be aware of and adhere to clients’ policies and procedures
- Identify, manage and mitigate the risks that exist in the department/team (operational and security)
Qualifications
- 7+ years in a customer-facing software support role including
- 2+ years as a manager / team leader
- Experience working with demanding high-profile clients
- Experience of line management and personnel management
- Demonstrated ability to work in a high-pressure environment
- Exceptional communication skills
- Able to perform presentations to audiences of various sizes and positions in the business/company
- Strong problem-solving skills / Able to think outside the box
- Affinity for working with complex software products
- Exposure to web technologies – IIS / CSS / XML
- Ability to prioritise and resolve issues to high standards and within Service Level Agreement timelines
- Ability to motivate and listen to team members
- Strong SQL Skills including an understanding of SQL Server Management Studio / SQL Server Profiler
- Proficient in Microsoft Office
- ITIL foundation level / working understanding of ITIL concepts
- Experience working in the insurance industry
- Exposure to programming languages – C# .Net, VB.NET, VB6
- Lean 6 Sigma yellow / green belt
- Experience with Sharepoint / other document management systems
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