Customer Operations Manager - NSM Insurance Group, LLC

Established in 2009, Acquis has been providing insurance products and services to the European finance and leasing industry for over a decade. Our in-depth knowledge of the equipment finance market helps us build long term relationships with our clients which deliver sustainable results and has allowed us to become a market leader in specialty insurance.

Acquis currently operates across Europe in 16 different countries; our richly diverse team originates from a whole host of different countries, and, between them, our colleagues speak 18 different languages, and we take every opportunity to celebrate our diverse backgrounds and cultures. Acquis’ main administration centers are in the UK and the Netherlands.

In May 2023 Acquis was acquired by NSM Insurance Group, a global specialty insurance provider with more than $1.6 billion in premium across 25+ specialty insurance programs and brands around the world. Named a Philadelphia Inquirer Top Workplace based on employee feedback, the company has been exclusively focused on building successful insurance programs since 1990 and continually seeks new opportunities to grow and expand through strategic mergers and acquisitions.

NSM's partnership with Acquis has provided an opportunity for Acquis to launch its specialist insurance services into the US equipment finance and leasing market.

Overview of position-

The Customer Operations Manager will be one of the first hires we make to launch Acquis North America with the initial responsibility of recruiting and onboarding new team members, creating and implementing standard operating procedures and ensuring we have the resource, technology and processes in place to onboard clients.  The role will also be responsible for overseeing the efficient and effective operations of the team, playing a critical role in ensuring excellent customer service delivery and timely oversight of claims, while leading and motivating a team of Customer Service Advisors. 

The Customer Operations Manager will also be responsible for taking a strong lead in setting up a new office space, and general office management duties related to the set up and running of the Acquis office based in Dallas, Texas. Due to this being a start-up, the Customer Service Manager will also be required to handle Customer Service queries until a full team of advisors is established. The initial size of the team will be 2 Customer Service Advisors, with potential growth to 6 by end of first year depending on growth.

This is a hybrid position, working out of our Dallas, TX office.

• Recruit, onboard and train new hires, ensuring they have the necessary resources to perform their duties effectively.
• Play an integral role in creating and implementing standard operating procedures, policies, and operational processes.
• Collaborate with internal teams, such as IT, Sales, and Client Management, to ensure successful onboarding of new clients.
• Provide effective leadership to the Customer Service team, including setting clear performance expectations, conducting regular team meetings, and coaching and mentoring team members to enhance their skills and performance.
• Oversee the claims management process externally through a third-party administrator. 
• Monitor team performance against key performance indicators (KPIs), identify areas for improvement, and implement performance improvement plans as necessary.
• Ensure adherence to relevant industry regulations, compliance requirements, and data protection policies. Conduct quality assurance audits to maintain high standards of service and accuracy in claims handling.
• Act as a point of escalation for complex or escalated customer complaints, providing resolution and ensuring customer satisfaction. Collaborate with team members and other departments to resolve issues promptly and effectively.
• Identify training needs and develop training programs to enhance the skills and knowledge of team members. Conduct regular training sessions to improve customer service techniques, claims handling oversight, and product knowledge. Provide ongoing coaching and feedback to promote continuous improvement and professional growth within the team.
• Foster a positive and inclusive team culture that promotes collaboration, open communication, and a customer-centric mindset. Encourage teamwork, recognition, and a shared commitment to achieving team goals.
• General office management duties related to the set up and day to day running of the Acquis office.
• Build and maintain strong relationships with new and existing clients.
• Build and maintain strong relationships with Acquis carriers and ensure clear line of communication to support their needs and requirements.
• Prepare regular reports on operational performance, including key metrics, trends, and insights. Present findings and recommendations to senior management, identifying areas for improvement and driving data-informed decision-making.

• Prior experience in customer service, preferably in a leadership capacity.
• Strong leadership skills with the ability to inspire and motivate a team to achieve targets and meet customer service goals.
• Experience in creating and implementing standard operating procedures, polices and operating manuals.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
• Ability to engage and empower a team, fostering a positive work environment and promoting a culture of collaboration and continuous improvement.
• Strong visibility and presence within the team, actively listening to team members, providing regular feedback, and recognizing contributions.
• Proficient in Microsoft Office suite.
• Strong problem-solving and decision-making abilities, with the capacity to handle challenging situations and resolve customer issues promptly. Demonstrated experience in managing complaints and implementing effective complaint resolution strategies.
• Ability to prioritize tasks, manage time effectively, and work under pressure in a fast-paced environment.
• Knowledge of relevant industry regulations, compliance requirements, and data protection policies is desired but not required.
• Office management experience is desirable.
• Must be willing to travel nationally and internationally to meet with stakeholders (internal and external).
• Must be willing to be flexible in terms of working hours to assist with servicing varied time zones in the US.
• First two weeks of training is likely to take place within the UK – must be willing to travel.