Senior Relationship Manager (Non contracted TPA)

As a Senior Relationship Manager you will play a key role in expanding Vitesse’s presence in serving the global insurance market. You will help us strengthen our engagement with Third Party Administrators (TPAs) and Brokers to create advocates of our service proposition.

You will be responsible for ensuring that the insurance companies and all relevant TPA’s are using the platform optimally, you will drive wider adoption of the platform and identify crossselling opportunities. This will ensure our customers’ experience is market leading and that we can meet our ambitious growth targets.

We are a fast growing team with big ambitions and in a small business there is plenty of opportunity to play an integral role in the growth of Vitesse, your colleagues and our customers.

Requirements

Relationship Management

• Develop strong relationships with our existing key clients through proactive engagement, effective communication and a deep understanding of our product offering

• Attend and own agenda points at regular business & service review meetings

• Manage relationship with a portfolio of c.40 insurance customers and platform users – developing and owning the relationship to develop strategic partnerships with our insurance portfolio

• Fully understand the customer corporate / organization structure, key ways of operating, key stakeholders and potential whitespace (i.e. where in the company we could offer a service). And to articulate this within Vitesse - to act as a client advocate

• Clear understanding of customer's multi-level strategy and fit to what doing with Vitesse - e.g. how does the company's annual report relate to what the delegated authority teams are doing with Vitesse

• Clear understanding of client's roadmap/strategy, needs and pain-points

• Maintain knowledge of customer sector, payments and platform. Proactively learn/educate in advance of engagement with clients

• First point of contact for strategic / commercial queries for existing clients/user, responsible for coordinating internal processes/resources to get to resolution

Improve Proposition

• Engage external stakeholders and key internal stakeholders (e.g. Client Services, Product, Operations and Development) to ensure that client feedback (e.g. opportunities, issues, gaps) and deeper industry expertise informs our system and process development and strategic / product roadmap (to be the voice of the client).

• Maintain a tracker of all service and product feedback received; to escalate in a timely manner, to identify and prioritize platform/process improvements as part of our product strategy and to enhance our proposition

• Analyse data to: identify payment patterns, ways to optimise payment flow, increase revenue and enhance the Vitesse experience. Coordinates with BD, Client Services, RM, Ops etc to make this happen

• Support the head of the team in key business initiatives and forums Service Delivery

• Collaborate closely with colleagues across the organisation to ensure all customer requirements/needs can be satisfied in an efficient and timely manner.

• Work across Vitesse organisation to ensure client is receiving best-in-class service and to provide strategic solutions which improves their business operations/model

• Deliver new product initiatives to existing customer base and scopes viability of product on a customer-by-customer basis

• Direct queries from non-contracted TPA/Broker to the relevant team

• Communicating product and service plans and roll out to clients

• Work across Vitesse organisation to ensure client is receiving best-in-class service and to provide strategic solutions which improves their business operations/model

• Point of escalation for non-contracted TPAs and Brokers, when they feel their queries are not being handled in a timely manner

Revenue and Growth

• Create and develop client presentations and sales pitch materials to support customer conversations.

• Identify & execute on all revenue opportunities across Vitesse’s existing user/client base - additional share of wallet, cross-sell, upsell, new geographies

• Share new product initiatives to existing customer base and scoping viability of product on a customer-by-customer basis

Engagement and Onboarding

• Support the onboarding process for non-contracted TPA/Broker – provides the wider picture view and proposition of Vitesse for selected TPA/Broker (triaged)

• Deliver engaging overview/demonstration sessions of Vitesse to stakeholders of current clients/users or new non-contracted TPAs/Brokers - this can be via screen shots on a slide deck vs actual system demo (depends on client request) Lloyd’s of London Programme - Faster Claims Payment (FCP)

• Deliver engaging overview of FCP and Vitesse proposition to non-contracted DCA’s (TPA’s) • Grow the Lloyds DCA (TPA) adoption of FCP Customer Data

• Maintain accurate customer data using suitable tools (e.g. Salesforce, Zendesk etc.) to provide accurate revenue and resource forecasting Industry Knowledge and Network

• Apply your acquired knowledge and understanding of the insurance industry (all participants) to navigate your way to delivering business.

Leadership

• Work closely with the TPA Team Leader and Head of TPA and Broker, helping to deliver against the team's objectives and company strategy

• Support and guide other members of the team in their learning and development

• Train and coach RM team members

Benefits

• 25 days Holiday per year (increasing by 1 day per years' service, up to 30 days) + Bank Holidays
• Hybrid working arrangements – minimum 2 days in the office, Tuesday - Thursday
• Contributory pension scheme
• Enhanced Parental leave
• Cycle to Work Scheme
• Private Medical Insurance with AXA
• Unlimited access to therapy sessions through our partner, Oliva

• Discounted Gym membership through Gympass
• Financial Coaching with Octopus Wealth
• 2 days of volunteering leave per year
• Sabbatical after 5 years’ service
• Life Assurance - MetLife (UK employees only)
• Ongoing Learning and Development to support you reach your career goals

We are Vitesse – the payment provider of choice for the insurance and treasury industry.  

Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA regulated payments business that is driven to be the payment partner of choice for the insurance market, by providing global payment services and treasury optimisation.  Operating one of the largest domestic banking and payment settlement networks in the world, we give our customers direct access to more than 170 countries and territories, covering over 110 currencies. Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds, delivering a better customer experience to their claimants.  Our market-leading treasury optimisation service brings complete control and transparency to insurers and allows them to have their money in the right place, at the right time, to make that all important payment - fast, and when their customers need it most.   

With now over 160 employees across Europe and our London headquarters, $26m series B funding in 2022 in the bag and approaching £8bn in processed transactions, we are only just getting started.     

We are collaborative, customer centric and work with integrity, whilst partnering with some of the biggest insurance leaders including Lloyd’s of London and Many Pets. We take huge pride in our company culture, ensuring that everyone has a part to play, an opportunity to be heard, be involved, and the ability to make a real difference.   

As we continue to scale up, we want like-minded humans to join us on this exciting journey.  Are you ready?  

Vitesse at our best – our values 

The Vitesse values are a true reflection of what it takes to thrive in our business, so it’s important to us that any employee who joins our business is aligned with these 3 attributes 

Confident Humility 

We don’t do ego and we know that unless we all win, none of us win. We admit when we’re wrong, ask for help and always think about the wider business before ourselves.

Driven to Succeed 

We see the opportunity ahead of us and we won’t stop until we fulfil the potential we know we have. We hold ourselves to high standards and deliver high quality outcomes for Vitesse and our customers.

Tenacious Responsibility 

We take ownership for our actions and decisions, and face into the challenges that come our way. We are committed to seeing things through to completion, even in the face of adversity. 

We are an Equal Opportunity Employer We are committed to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of Unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect. Please confirm if selected for an interview, what interview adjustments you would need? You can contact Clara Moretti-Greene on [email protected] or in her absence contact our People Team [email protected].