- Verisk Business: Specialty Business Solutions
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. Our clients are able to grow and better manage their business through greater efficiency, flexibility, and data governance.
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.
The Manager - Software Application Support 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 is 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
- Drive continuous improvement (CI) of the support services in your sub-team and contribute 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 organize 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
- 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 prioritize 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
Additional Information
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry. We empower communities and businesses to make better decisions on risk, faster. At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
Verisk is an equal opportunity employer and values inclusivity and diversity.
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