Accounting Customer Service Manager

Position Summary:

The Accounting Customer Service Manager is responsible for overseeing the customer service team including one or more sub-functions. This role ensures optimal service delivery, operational efficiency, compliance, and alignment with business goals. The Manager drives performance, leads process improvement initiatives, supports strategic planning, and addresses complex and sensitive customer needs.

Location:

London - UK - Fenchurch

What will your job entail?

Key Responsibilities:

• Manage all aspects of a Premium Accounting Service and Resolution tower, including staffing, performance, and service delivery on behalf of cash applications, accounts receivable, and account payable sub-functions, as required.
• Lead and mentor team members and managed service provider staff, fostering a culture of accountability and continuous learning.
• Oversee vendor relationships and ensure offshore teams meet quality and productivity standards.
• Develop and monitor operational metrics, management reporting, and compliance across the tower.
• Deliver innovative customer solutions, support stakeholder management, and serve as an escalation point for corporate and business unit leaders.
• Collaborate with customers, trading partners, cross functional business units to support enterprise initiatives, address complex issues, and resolve sensitive customer needs.
• Drive process standardization, automation, and documentation efforts at scale.
• Support audits, regulatory compliance, and risk management activities.

Qualifications:

• Professional finance qualification preferred but not essential
• 7–10 years of experience in accounting operations, with 3+ years in management.
• Demonstrated leadership in managing teams and complex processes.
• Experience with shared services and global delivery models.
• Understanding of insurance brokerage and delegated authority accounting practices would be ideal but not essential
• Proficiency in Microsoft Office, accounting and policy administration systems; experience with SharePoint, Power BI, Power Automate, and Artificial Intelligence based tools and technologies is a plus.
• Ability to work independently and collaboratively in a fast-paced, global environment.