Client Manager, Service Delivery

Your Role...

ReSource Pro is seeking a Service Delivery Client Manager to manage daily operations to ensure high quality service, effective and optimized operations and client satisfaction. The Client Manager will build a trusted partner relationship with clients, enhance the clients' experiences and support business growth. The Client Manager will manage the day-to-day performance of direct reports to build and maintain an empowered and high-performing service delivery team. This role will follow ReSource Pro's Information Security policies/guidelines, as well as the clients' security requirements, policies, and practices that are provided to ReSource Pro.

This position is onsite at our office in Belgrade.

In this role, you will be responsible for...

1. Task & Operations Management

• Monitor each client team's AMP and OPEX-related activity via the Supervisor Portal system.

• Coach and support the team in onboarding new tasks, ensuring a high level of client satisfaction.

• Optimize team operations by regularly reviewing business results and providing guidance.

2. Team Operations

• Provide ongoing coaching and support for the client team's daily operations.

• Review business performance regularly and identify areas for improvement.

3. Policy & Compliance

• Supervise and ensure adherence to company policies and standards.

• Oversee compliance in the execution of related projects.

4. Talent Development

• Support planning and implementation of each team member’s individual development goals.

• Create a team promotion plan and establish a talent pipeline.

5. Performance Management

• Guide the setting and execution of individual performance goals.

• Conduct regular performance reviews and feedback sessions.

• Manage bonus allocations, merit increases, and related compensation conversations.

6. Personnel Management

• Address and manage special personnel cases with discretion and efficiency.

7. Talent Engagement & Retention

• Develop and execute employee engagement and retention strategies to maintain team stability and satisfaction.

8. Business Development

• Identify and explore business growth opportunities.

• Drive the transition of new products and sales initiatives.

9. Client Management

• Plan and execute the Annual Plan for Client Growth and Management.

• Maintain and strengthen client relationships.

• Manage routine reporting for client teams.

10. New Client Onboarding

• Plan and implement onboarding processes for new clients.

• Build and structure teams to support new client needs effectively.

11. Information Security Compliance

• Adhere to ReSource Pro’s information security policies, processes, and procedures.

• Ensure team compliance with all aspects of the information security management system.

What You Need to be Successful...

• 5+ years of experience in insurance operations or related
• 1-2 years' experience leading a team
• Secondary education, four-year duration (vocational, artistic, secondary school)
• Computer Literacy and Typing Skills
• English proficiency - reading, writing
• Microsoft Office Skills

What you get...

• 100% paid employee supplemental medical (family coverage available)
• Employee life insurance
• Flexible working hours
• Fully covered 5 days of sick leave annually
• FitPass
• Presents for new parents
• Referral bonus
• Lunch in the office twice a month
• Beverages and snacks in the office
• Up to 24 vacation days

Your Interview Process...

1. Behavioral Interview with Talent Acquisition
2. Practical Assessment & Hiring Manager Interview
3. Criminal Background Screen
4. Offer

Apply Now: To express your interest, please click "Apply Now" and share your resume and information about your talents and skills. We look forward to reviewing your application and potentially welcoming you to our team in the future.

About ReSource Pro:

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.

Equal Employment Opportunity Policy

ReSource Pro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.