Gestionnaire Coordinateur F/H - Lisbon
Job Description
THE POSITION
We are looking for a Client Services Operations to act as a key point of contact between internal operations teams and the clients. This is a client-facing role with daily interaction, focused on consolidating operational insights, supporting relationship management, and driving continuous improvement initiatives.
The role will play a critical part in complaints management, quality improvement, audit coordination, and reporting, ensuring alignment between internal execution and partner expectations.
Key Responsibilities:
- Client & Stakeholder Management:
- Act as a primary point of contact for clients/partners on operational topics
- Build and maintain strong working relationships with stakeholders
- Ensure timely and clear communication of updates, insights, and actions
- Complaint Management & Analysis:
- Consolidate and analyse complaint data
- Provide regular updates on ongoing complaint cases to stakeholders
- Support escalation analysis, including:
- Identification of critical issues
- Definition of required corrective action
- Work closely with CSOs responsible for direct member contact, ensuring alignment between insights and operational handling
- Continuous Improvement & Quality:
- Own and maintain the Quality Improvement Plan:
- Track actions and progress
- Ensure follow-up and accountability
- Identify improvement opportunities based on complaint insights and quality assessments
- Perform complementary quality evaluations to support existing assessments
- Contribute to strengthening operational excellence and service quality
- Own and maintain the Quality Improvement Plan:
- Audit & Compliance Support:
- Support Partner Audit processes, including:
- Gathering required documentation
- Preparing materials for audit sessions
- Participating in audit meetings
- Collaborate with Audit Office and CSM teams to define and track action plans
- Support Partner Audit processes, including:
- Reporting & Data Consolidation
- Ensure accurate and timely reporting
- Develop content for client/partner meetings
- Support presentation preparation for governance and performance meetings
YOUR PROFILE
Experience:
- Experience in client-facing roles, preferably in operations or customer experience
- Background in complaints handling, quality, or process improvement is a strong plus
- Experience working with cross-functional teams and stakeholders
Skills:
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- High level of organization and attention to detail
- Ability to manage multiple priorities and deadlines
- You are fluent in English (C1 level), Portuguese and/ or French are a plus
- Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook)
WHY JOIN US?
By joining our teams, you will benefit from training in Lisbon, full support in our businesses and tools, and local management.
Your position is a permanent contract and you benefit from all the social advantages granted to our teams: free healthcare insurance for you and your family, annual variable bonus if you achieve your objectives, quarterly profit-sharing bonus, meal allowance and monthly transportation allowance.
The job can be taken in the next few days (or weeks) depending on your availability.
Henner, an international and independent group, creates, manages, and markets innovative solutions in personal insurance. We are 1,850 employees present in 20 countries worldwide. Every day, we support 64,000 client companies and 2.3 million beneficiaries.
Our expertise in social protection is summed up in one word: Caring. Caring is much more than an idea. It’s a promise that Henner makes to its clients and partners to carry out its social protection consulting, brokerage, and management services with a constant focus on providing exceptional care and attention to the quality of its support.