SME Account Manager Team Leader, Mid-Market

Mission:

We are seeking a commercially focused and people-oriented SME Account Manager Team Leader to lead, support and develop the SME Account Management team.

This role combines hands-on account management with day-to-day team leadership. The successful candidate will be responsible for managing a portfolio of SME Mid-Market clients while ensuring the team delivers high-quality service, meets agreed service levels, maintains strong compliance standards and consistently provides an excellent customer experience.

The Team Leader will play a key role in creating a positive, accountable and customer-focused team culture. They will coach team members, support performance, act as an escalation point and help drive continuous improvement across processes, service delivery and client engagement.

 

Key responsibilities include:

Team Leadership and People Management

• Lead, support and motivate the SME Account Management, creating a collaborative and high-performing working environment.
• Provide day-to-day guidance, coaching and feedback to team members to support individual development and team effectiveness.
• Act as the first point of escalation for team queries, complex client issues and operational challenges.
• Redefine, standardise & digitalise our servicing proposition for SME.
• Monitor team workloads, priorities and service levels to ensure work is completed accurately, efficiently and within agreed SLAs.
• Promote a culture of accountability, continuous improvement, customer focus and compliance.
• Work closely with other Commercial leaders to support performance conversations, resource planning and team objectives.
• Ensure the team maintains high standards of data quality, client communication and adherence to Coface policies and procedures

Account Management and Client Service

• Manage a portfolio of SME clients, including both brokered and direct policies.
• Build and maintain strong relationships with assigned SME accounts, acting as a trusted point of contact.
• Conduct regular client meetings and negotiations, including engagement with senior stakeholders where required.
• Identify and pursue opportunities for cross-selling and upselling across the client portfolio.
• Support the retention, renewal and growth of SME accounts through proactive relationship management and high-quality service delivery.
  

Operational Delivery and Compliance

• Oversee the administration, renewal and endorsement of SME contracts, ensuring completion within agreed SLAs and quality standards.
• Support the administration, renewal and endorsement of scheme renewals by exception where required.
• Monitor team compliance with Coface rules, regulatory requirements and internal processes.
• Track key performance indicators and prepare reports on account activity, team performance and service delivery.
• Identify process improvements that enhance customer experience, operational efficiency and quality of output.

• Bachelor’s degree in business, Finance or a related discipline.
• Understanding of the trade credit insurance landscape and related business challenges.
• Good working knowledge of risk underwriting and claims matters.
• Experience leading, supervising or coaching a team in a customer-focused, operational or account management environment.
• Strong account management experience, ideally within SME, financial services, insurance, trade credit insurance or a related sector.
• Experience working in a regulated environment, with an understanding of compliance requirements.
• Strong customer service mindset, with the ability to support Coface’s commitment to customer focus.
• Excellent communication, relationship-building and negotiation skills.
• Ability to prioritise effectively, manage multiple tasks and support the team in meeting deadlines.
• High level of accuracy, attention to detail and personal accountability.
• Strong organisational and time management skills.
• Ability to work collaboratively in a fast-paced and dynamic environment.
• Proficiency in CRM systems and data analysis tools.

​​​​​​Why Join Coface?

At Coface, we offer a dynamic, international working environment where your expertise will directly contribute to the success and expansion of our UK business. You will work alongside high-calibre professionals in a fast-paced, strategic role with strong exposure to senior leadership and cross-border collaboration.

If you are a commercially minded professional looking for an exciting opportunity to make an impact, we invite you to apply.

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