The Fidelis Partnership is a leading privately-owned, Bermuda-based Managing General Underwriter, which, through its subsidiaries, is a global underwriter of property, bespoke and specialty insurance and reinsurance products. The Fidelis Partnership is one of the largest Managing General Underwriters globally and its operations also include outwards reinsurance, claims handling, exposure management and portfolio analytics. The Fidelis Partnership also sponsors and incubates specialist MGAs through its Pine Walk platform. The Fidelis Partnership is separately owned and managed from the ownership and management of Fidelis Insurance Group.
Across product lines and geographies, we focus on three diversified pillars: reinsurance, specialty and bespoke solutions. We are truly diversified. Our long-standing partnerships with capital providers and quota share partners make us nimble. Our breadth of expertise and capabilities deliver outstanding market returns.
The role
The Global Reception and Customer service manager (GRCSM) will take responsibility for setting the standard and managing reception services, meeting room management, hospitality services, visitor management and internal events.
The GRCSM will develop a training plan and SOPs for the reception team to embed a Group wide standard for all The Fidelis Partnership and Pine Walk Capital Ltd receptions, sharing best practice across all locations.
The GRCSM will take ownership of the contracts associated with the provision of food, drinks, and hospitality services to ensure high quality products combined with the best value for money for all purchases managed by Facilities.
Key accountabilities
Team Management
Build a professional reception team who collaborate and share best practice across all locations.
Perform regular appraisal meetings and set structured achievable goals to promote personal development.
Develop a training plan to enhance the skill base across the team, standardise knowledge and understanding of reception services.
Monitor and manage supply partners and permanent employee relationships to build a one team ethos.
Health, Safety, Security and Environmental Management (HSSE)
Ensure all contractors, suppliers and associated services are registered on the relevant company security system and maintain records for future H&S management reporting.
Using the companies preferred H&S monitoring tool, maintain reception related compliance documentation for The Fidelis Partnership, Pine Walk Capital Ltd and associated companies in line with agreed KPI’s.
Ensure all team members are trained in the relevant building H&S procedures.
Champion the continuous commitment to The Fidelis Partnership Environmental policy by embracing green initiatives, monitoring waste, improving recycling, and procuring sustainable products and services where possible.
Maintain the security of the premises.
Front of House
Manage the compilation of Standard Operating Procedures (SOP) for each task performed by the reception team across all locations with dedicated receptionists. Audit and test each SOP to ensure the process and guidance is clear and robust. Review SOPs on an annual basis.
Ensure the reception is continually manned during office opening hours.
Ensure the FOH team are fully competent with the security arrangements and guest registration process for each UK location.
Ensure all guests are greeted on arrival in a professional welcoming manner. Monitor performance across the team to ensure guest experience is always equivalent if not better than a 5* hotel experience. Act on any failure in delivery with a focus on learning from mistakes and continual improvement.
A Daily check of all meeting rooms to be completed at start of the day to ensure all rooms have a clean and comfortable environment, have the relevant stationery and working AV equipment. Ensure the reception team are aware of all meetings booked daily, awareness of host details, catering requirements, the names and expected arrival time of any guests in advance.
Ensure the team are managing the incoming mail and courier deliveries in a secure and efficient manner.
Maintain an oversight of the Wellness room bookings and schedules to maximise the use of the services and ensuring therapists and equipment are facilitated efficiently.
Share best practice across all locations.
Provide Data and MI for reporting purposes relating to reception services and tasks.
Event Management
Produce and promote a calendar of internal staff events to encourage interaction across departments in 22 Bishopsgate.
Manage the arrangements and execution of internal and external events at 22 Bishopsgate and the Forum in Lime Street.
Collaborate with the wider teams and external catering)
Set up weekly event schedule and plans
Supplier Management
Have a full understanding of the supplier contracts related to reception services, monitor deliverables, including budgets, KPI’s, SLA’s and compliance.
Ensure regular review meetings are held with the reception suppliers to encourage a partnership approach to services with the goal of providing Fidelis with best-in-class office service across all locations.
Skills & experience
Strong team leader with a focus on exceptional customer service and can-do attitude.
Strong communication skills with the ability to interact with services staff and executives with the same professional confidence, building relationships at every level of the organisation.
Experience in managing events (including F&B services)
Ability to analyse a situation calmly, decide on the solution and act quickly to maintain services with minimal impact on the business.
A natural problem solver that takes ownership of a situation and follows the solution through to conclusion.
Very organised and proactive, with high attention to detail and excellent work ethic
Good understanding of the Microsoft Suite (particularly Word, Outlook, Excel) and the desire to learn new systems.
Understand basic Health, Safety and Compliance in an office environment and a willingness to continue learning and implementing best practice in the workplace.
Adaptable and flexible in approach to work, tasks, and ad hoc requests.
Able to work well independently and maintain a positive outlook when under pressure.
Other
The Fidelis Partnership Ethos
At The Fidelis Partnership, we aim to be different while making a difference.
We set the standard for quality in our industry. Guided by our expertise, our clients can take unique and material risks with confidence.
Our approach is tailored and designed to deliver excellence for our clients. We are trailblazers, creating unique solutions in the (re)insurance space.
We are experts. Our brokers and clients value the depth of our knowledge and experience. We leverage state-of-the-art underwriting technology to be a market leader.
We believe sound ethics make for good business. We deliver value for our customers, investors and communities while actively avoid trading with industries that cause harm to people, the environment and animals.
We pride ourselves in creating a workplace that prizes execution, meritocracy, Diversity & Inclusion. Our people herald from countless backgrounds and are united by ambition and the unabashed desire to deliver excellence every day. We provide a competitive environment that helps people cultivate themselves professionally and personally and balance a rigorous workplace with a mindset that prioritises environmental and charitable activities in our communities worldwide.
Our ethos dictates our decisions and actions. It unites us as a team of experts and colleagues and provides us with a compass for ensuring we deliver our best to every stakeholder we serve.
Diversity, Equity & Inclusion
Diversity & Inclusion in the workplace
Insofar as possible, we aim to ensure the composition of our workforce reflects the make-up of the local community
We have specific programmes in all our offices to support diversity within the hiring process, e.g. internship and scholarship award programmes
This is a particular focus in Bermuda, where we engage actively with local organisations to source diverse talent and provide coaching/mentoring for underrepresented groups
We aim to maintain a focus on equal opportunities across all stages of hiring process
We measure and minimise the pay gap where possible.
Bring Your Whole Self to Work
Our vision is for a workplace culture where differences are valued and where diversity of background, experience and thought are welcomed. We want to create an environment where all employees, regardless of who they are, are given equal opportunities for career progression and enjoy fair reward from their and The Fidelis Partnership's successes. This will be driven by a workforce that embraces Diversity & Inclusion at every level, in every department across The Fidelis Partnership.
To ensure that all candidates have a fair opportunity to show their abilities during the recruitment process, adjustments may be required. If your physical or mental health or disability may necessitate an adjustment, please contact fidelis@avenciaconsulting.com to discuss. All information relating to your health or disability will be treated in accordance with our data protection policy.
