Job Description

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Description

As a Client Manager at PoloWorks, you will act as a trusted advisor and strategic partner to our managed syndicates, prospective clients, Lloyd's of London, and our internal service teams. You will lead the end-to-end client journey -- from onboarding through ongoing service delivery -- ensuring seamless communication, compliance, and operational excellence. This role is pivotal in fostering long-term relationships, driving performance, and identifying opportunities for growth across Polo Commercial Insurance Services (PCIS) offerings###

Key Responsibilities

Client Relationship Management

Build and maintain strong, trust-based relationships with managed syndicates and prospective clients.
Conduct due diligence ahead of client engagements and ensure all supporting documentation is prepared.
Serve as the primary liaison, ensuring clients are connected to the right internal resources and remain engaged throughout their lifecycle.

Communication & Stakeholder Engagement

Provide regular, structured updates to clients and internal teams (weekly, bi-weekly, monthly as required).
Maintain open channels with the PCIS Service Manager to ensure service performance meets agreed standards.
Facilitate two-way feedback loops, escalating and resolving issues promptly to enhance client satisfaction.
Map and manage all key stakeholders, ensuring clear technical and operational points of contact.

Project Oversight & Onboarding

Oversee the full syndicate lifecycle, from initial triage to operational delivery.
Translate client requirements into actionable plans for internal teams and coordinate cross-functional workstreams.
Validate project playbooks, track milestones, and ensure time and documentation standards are met.

Compliance & Regulatory Support

Monitor and communicate regulatory changes within the Lloyd's market to relevant clients.
Organise training sessions and provide guidance to ensure ongoing compliance with market standards.

Growth & Cross-Selling

Identify opportunities to introduce PCIS products and services to existing and prospective clients.
Partner with technical leads to ensure opportunities are pursued and outcomes delivered.

Performance Monitoring & Reporting

Track and report against agreed KPIs, including TPSMA metrics and Lloyd's approval conditions.
Present performance updates at Syndicate Management Committee meetings and other forums as required.

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Skills, Knowledge and Expertise

Strong background in client management, stakeholder engagement, or relationship-driven roles (ideally within insurance, financial services, or Lloyd's market).
Deep understanding of compliance and regulatory frameworks in the Lloyd's ecosystem.
Exceptional organisational skills, with the ability to manage multiple client portfolios simultaneously.
Proven track record of building rapport, managing complex projects, and driving operational excellence.
Commercial mindset, with the ability to identify and nurture growth opportunities.
Demonstrates behaviours aligned to the PoloWorks PRIDE values:

Pioneering - we do not stand still.
Responsible - We do the right thing.
Inclusive - we all play a role.
Delivery Focused- we provide services we are proud of
Empowering - we equip people to be their best.###

Benefits

As well as a competitive salary, discretionary annual bonus, and 25 days of annual leave (with the option to buy more), you will also get an excellent benefits package, including flexible, hybrid working, life assurance, income protection, private medical insurance, enhanced pension contributions, and occupational maternity and paternity pay.

You will also have access to company volunteering days, an employee assistance programme with retail discounts and savings, a generous employee referral scheme, regular sports and social events, and free Cheltenham bus travel.###

About PoloWorks

PoloWorks is the leading provider of UK-based support services to the insurance market. We have built a strong reputation as dedicated and dependable experts in our field. We pride ourselves on our ability to be flexible, responsive, and knowledgeable.
As a leading service support company and turnkey managing agency, our clients choose us because our staff not only have the expertise but also a profound affinity with their business challenges. Our mission is to support, inspire, and develop the insurers of today and tomorrow.


Our clients, whether digital start-ups or well-established organisations, rely on the PoloWorks team to develop and strengthen their businesses. Our clients' goals are our goals. As such we design and deliver bespoke solutions to their specific business challenges.

With offices located in both London and Cheltenham, PoloWorks is poised for ambitious growth, presenting thrilling opportunities for those who join us on the next phase of our journey. By becoming part of our team, successful candidates will be joining a business recognized as a Great Place to Work Certified organisation, and honored with awards for Best Workplaces for Women and Best Workplaces in Financial Services and Insurance.

It's our mission to unleash the potential in every team, and we know that teams perform best when they are diverse and every team member feels that they belong. It is the unique contributions of all PoloWorks colleagues that drive our success, and we are committed to building an inclusive culture where everyone is empowered to do meaningful work and are recognised for their efforts. To that end, we are committed to providing an environment free of discrimination for everyone.