Vice President, Client Experience

Vice President, Client Experience
Reference # SM-12921

Founded in 1903, the BF&M group of companies operates in Bermuda, Halifax and across the Caribbean. They take great pride in helping their customers protect what matters most, as well as giving back to the communities in which they work. BF&M is comprised of several companies selling various life, property and casualty insurance products as well as offering pension administrative services. On behalf of our client, BF&M, we are currently recruiting for a Vice President of Client Experience to join their team of dedicated professionals. This position is located in Bermuda.

Reporting directly to the EVP of Life and Health insurance, the VP of Client Experience is responsible for leading BF&M Life Insurance Company’s Group Health, Life & Pension client relationship and customer service functions for Bermuda and the Caribbean. This role will be instrumental in building and articulating the Life Company’s customer centric culture and visions and will lead the development of strategic and tactical client relationships and service plans consistent with the overall objectives and strategy of the BF&M Group. The successful candidate will develop and lead their Know Your Client initiative, Manager and Client Relationship, Customer Service Center and Customer Care Teams and act as the first point of escalation. They will lead and improve the reporting of client information and interactions as well as develop a process to track client feedback and complaints. This position will involve collaboration with other departments to develop marketing campaigns, strategy and communication content.

As the ideal candidate, you are a motivated professional with eight to ten years working in customer service. You also have five to ten years experience managing a customer service team. Advanced knowledge of insurance products and systems as well as the ability to apply in-depth knowledge of product lines, underlying legal structures, compliance and profit issues will be considered an asset. Previous experience creating a customer service platform and client communications strategy paired with excellent communication skills will lend itself to your ability to maintain a management presence in the organization. Strong attention to detail as well as excellent analytical, organizational and planning skills will be key to success in this role. You are required to have the ability to balance creativity with a disciplined approach which will support your ability to follow through and determine actions for the organization. A strong work ethic, initiative and excellent critical thinking skills are essential for success in this role. A bachelor’s degree in business administration or marketing is required.

To express interest in this opportunity, please apply online by clicking the “Apply Now” button below.

For more information contact Brittany Beale, Consultant, at or Scott McGaw, Partner, at

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