Head of Client Service

The Head of Client Service will lead the Client Service team, including the after‐sales client support and salespersons support.

The Client Service team has a major role in the business development. The team is involved in the various steps of the sales process:

- Pre-sales: the Client Service team helps the salespersons in the preparation of client meetings and events, and supports the client evaluation phase of their investments (responses to questionnaires, legal questions, ad-hoc marketing materials, etc.)
- Monitoring of the CRM to reflect client activity in the systems
- Assistance to client transactions (subscriptions / redemptions) and follow-up
- After-sales: handling requests and information from the clients

The Head of Client Service will lead the integration of the team’s work into the CRM (Salesforce) and participate to the ongoing evolutions of the system.

With her or his large view on clients’ needs, the Head of Client Service will pro-actively propose evolutions of the services offered to the clients.

The Head of Client Service aims at developing a high level of expertise and acts with integrity, honesty, loyalty and collaboration within the company, consistent with the OneSCOR culture.

**Key duties and responsibilities**
- Team management

The Head of Client Service will lead a team comprising client service officer(s) and trainee(s), as the case may be.
- Support the salespersons in their day-to-day activity

The salespersons are responsible for the business development on their respective area (institutional clients, distributors and consultants). The Client Service team helps them at the various stages of the sales process (before and after sales). In this process, information can be sent to prospective or existing clients. The Head of Client Service will organize the client information and answer to clients' requests.

The Client Service team helps the salespersons in the preparation of client meetings and events. It may also assist on the transactional phase, which includes the follow-up of subscription / redemption processes in coordination with the Reporting & Business Support team and some legal documents review.

The Client Service team also work closely with the Strategic Partnership team, offering the same level of services as the one offered to the Sales team.
- Ad-hoc marketing materials

The Marketing & Communications team is responsible for the creation of marketing documents on the company and on investment strategies. They update the documents on a pre-defined frequency. The Client Service team can adapt and/or create ad-hoc marketing materials dedicated to the Sales team, according to existing processes.

The Head of Client Service identifies new clients needs in terms of information and initiates the creation of new documents as needed.
- Participation to questionnaires' answers

In the sales process, clients and prospects send due diligence questionnaires (DDQs). The Client Service team is in charge of managing the answer process to DDQs, in strong coordination with the Marketing & Communications team.

On an ad-hoc basis, they may also be involved in answers to requests for proposal and request for information (RFP / RFI).
- Reporting and CRM

The Client Service team ensures the proper update of the CRM to reflect client activity, in strong coordination with the salespersons and with the Reporting & Business Support team.

The Client Service team is in charge of the creation and update of the Monthly Activity Report. The Head of Client Service will deliver this monthly document following strict deadlines. She or he is also responsible to collect, update and reconcile the figures various data sources.

**Required experience & competencies**
- At least 15 years of experience with the same responsibilities.
- Excellent oral and written English level.
- Experience of CRM tool.
- Experience of Management, including as a project leader.

SCOR, the 4th largest reinsurer in the world, provides insurance companies with a diversified and innovative range of solutions and services to control and manage risk. Leveraging experience and expertise to deliver “The Art & Science of Risk”, SCOR provides cutting-edge financial solutions, analytics tools and services in all areas related to risk - from Life & Health and Property & Casualty insurance to Investments. Our specialized teams operate in over 160 countries, fostering long-term relationships with clients.

In order to provide our clients with a broad range of innovative reinsurance solutions, SCOR pursues an underwriting policy that is founded on profitability and supported by effective risk management strategy and a prudent investment policy. This approach allows us to offer clients an optimum level of security, to create value for shareholders, and to contribute to the welfare and resilience of society by helping to protect insureds against the risks they face.

At SCOR, we believe that employing people from diff