Application Support Manager

Now, as part of the Verisk Analytics family, that legacy is even stronger. Aligning with the world’s leading data analytics company extends our ability to help clients overcome the toughest challenges.

Together we deliver a powerful suite of software which provide full end-to-end management of all insurance and reinsurance business. Our clients are able to grow and better manage their business through greater efficiency, flexibility, and data governance.

Role Purpose

The purpose of the client support services team is to enable our clients to be successful in their use of VSBS solutions. Our clients' success is our top priority. As an invaluable and reliable source of assistance we provide exceptional client support. We deliver dependable and scalable support services aligned to our clients' needs. Through a customer-focused approach and continuous improvement, we build long-term partnerships that increase client value. We make each interaction positive and valuable, setting the standard for support in our industry.

The Appication Support Team Lead I has responsibility for managing the day to day running of a sub team of up to 7 people within the business support function and ensuring that VSBS are doing everything possible to deliver an exceptional support service to all its clients.

Key Activities and Responsibilities

• Manage day to day running of helpdesk for your sub team and the allocated scope of support services
• Escalation-point for your team and related tickets for your sub team
• Driving continuous improvement (CI) of the support services in your sub team and contributing to CI initiatives  across the support function
• Ensure Client SLAs are met
• Regular engagement with clients to review the support service
• Recruitment / Resource planning
• Provide Structured objectives / Mentoring / Performance Reviews for members of the team
• Line management duties including annual reviews, objective setting, personal development planning, succession planning, etc.
• Ensure team members are motivated and have the right level of training to do their job
• Manage personal growth of team members
• Involvement with service transition to ensure a smooth handover from projects to client go-lives
• Service reporting to Account Managers / Service Delivery Managers & clients
• Major Incident Management
• Manage Hyper-care and Chargeable Support projects, and organise out of hours support if needed
• Ensure client benefit is at the heart of everything we do
• Adhere to corporate policies, procedures and standards
• Ensure that data security and data privacy corporate guidelines and processed are followed
• Be supportive of product development and product strategy initiatives. 
• Ensure department processes are documented and adhered to. 
• Ensure knowledge is captured, protected and shared accordingly
• Where necessary, be aware of and adhere to clients’ policies and procedures
• Identify, manage and mitigate the risks that exist in the department/team (operational and security)

• 7+ years in a customer-facing software support role including
• 2+ years as a manager / team leader
• Experience working with demanding high-profile clients
• Experience of line management and personnel management
• Demonstrated ability to work in a high-pressure environment
• Exceptional communication skills
• Able to perform presentations to audiences of various sizes and positions in the business/company
• Strong problem-solving skills / Able to think outside the box
• Affinity for working with complex software products
• Ability to prioritise and resolve issues to high standards and within Service Level Agreement timelines
• Ability to motivate and listen to team members
• Strong SQL Skills including an understanding of SQL Server Management Studio / SQL Server Profiler
• Proficient in Microsoft Office
• ITIL foundation level / working understanding of ITIL concepts

Desirable

• Experience working in the insurance industry

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.  We value learning, caring and results and make inclusivity and diversity a top priority.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

https://www.verisk.com/company/careers/

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.