The Mission

As the first point of contact for clients and partners, the Front Office team plays a key role in shaping the customer experience and representing the voice of the company.

The purpose of the Customer Services Front Manager role is to lead and inspire a proactive, client-focused team responsible for managing daily interactions with clients and partners through calls, emails, and service requests. Beyond ensuring responsiveness and service quality, the team actively reaches out to stakeholders, anticipates needs, and contributes to building long-term trusted relationships.

The Front Manager ensures the team delivers accurate, professional, and solution-oriented support while fostering a culture of collaboration, accountability, and continuous learning. A strong focus is placed on developing team expertise through knowledge sharing, training initiatives, FAQs, and knowledge base management, ensuring the team is equipped to provide clear and consistent answers to clients and partners. Due to its frontline position, the team is uniquely placed to capture customer feedback, identify pain points, and detect opportunities for improvement. The Front Manager plays an active role in transforming these insights into transversal improvement initiatives across teams and contributes to enhancing customer journeys, operational efficiency, and partner experience.

The role also supports the company’s digital transformation by contributing to the definition of business needs and helping implement innovative digital and AI-enabled solutions that improve service delivery, collaboration and customer satisfaction.

Main objectives of the role

Lead, motivate, and develop a high-performing Front Office team by fostering a positive, collaborative and client-oriented culture
Set clear objectives and expectations for team members and support their development through coaching, regular feedback and continuous learning opportunities
Ensure the team maintains a high level of expertise and confidence in responding to client and partner requests through training initiatives, knowledge sharing, FAQs and knowledge base management
Promote accountability, autonomy, and a proactive mindset within the team while recognizing achievements and supporting performance improvement when needed
Encourage strong collaboration across teams and departments to ensure seamless client and partner experiences
Ensure high-quality, professional, and solution-oriented interactions with clients and partners across all communication channels
Promote a proactive service culture by encouraging the team not only to respond efficiently to requests, but also to anticipate stakeholder needs, actively follow up on open topics, and maintain strong relationships with partners and clients
Act as an escalation point for complex or sensitive situations while ensuring timely resolution and excellent customer experience
Monitor service quality and customer satisfaction through relevant KPIs such as responsiveness, quality of interactions and partner feedback
Support partners and internal stakeholders by ensuring smooth communication, effective coordination and a high level of service consistency
Contribute to the company’s digital transformation by helping define business needs and identifying opportunities to improve tools and customer interactions
Support the implementation and adoption of digital and AI-enabled solutions that enhance efficiency, collaboration, knowledge sharing and customer experience
Act as a change ambassador by promoting new ways of working and encouraging the team to embrace innovation and continuous evolution
Participate in projects aimed at modernizing services and strengthening the company’s competitive position in an increasingly digital environment
Ensure efficient organization and prioritization of Front Office activities to maintain a high level of responsiveness and service quality
Coordinate effectively with internal stakeholders to ensure smooth handling of client and partner requests
Monitor team workload, service levels and operational priorities to ensure optimal team performance and client satisfaction

Profile of our future teammate

Experience in Life Insurance: Proven knowledge and experience in Life Insurance are essential for this role
Leadership Experience: Demonstrated experience in leading and developing high-performing teams, ideally within a client-facing environment in the financial or insurance sector
Customer & Partner Orientation : Strong client service mindset with the ability to build trusted relationships with clients, brokers, partners and internal stakeholders
You understand the importance of delivering an excellent customer experience and acting as the voice of the customer
Proactive & Solution-Oriented Mindset : You anticipate needs, take initiative, and approach challenges with a pragmatic and solution-oriented attitude. You are comfortable managing priorities, handling complex situations, and driving improvements
Communication & Collaboration Skills : Excellent interpersonal and communication skills with the ability to adapt your communication style to different audiences. You foster collaboration across teams and contribute to a positive team spirit
People Management & Coaching : You are a supportive leader and mentor who enjoys developing people, sharing knowledge and helping team members grow both professionally and personally
Continuous Improvement & Innovation: You are passionate about improving customer experience and service quality. You actively contribute ideas, identify improvement opportunities and support transversal initiatives across teams
Digital & AI Mindset : Interested in digital transformation and innovation, you are eager to contribute to the implementation of digital and AI-enabled solutions that improve efficiency, customer experience and collaboration
Adaptability & Change Management : Flexible and adaptable, you are comfortable working in a changing environment and supporting teams through transformation and continuous evolution
Languages : Fluent in French, Dutch and English, both written and spoken