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. Disclaimer Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment. A multi-time winner of Newsweek’s Most Loved Workplaces and Insurance Business’s Top Insurance Employers, Ryan Specialty is home to some of the brightest talent in the insurance industry. Join our team and help provide innovative solutions for insurance brokers, agents and carriers. Talent Network Not seeing the right job opening? To learn more about future opportunities Introduce yourself and join our talent network Benefits Curious about Ryan Specialty’s benefits? Explore our employee benefits here! Ryan Specialty, LLC and its affiliates (“Ryan Specialty”) do not accept unsolicited resumes or candidate profiles submitted by any staffing agencies, placement services or professional recruiters (“Agencies”), including any submissions made through our website or to email accounts of Ryan Specialty employees. Agencies must be registered in Ryan Specialty’s agency portal and have a fully executed contract for service between Ryan Specialty and the Agency. Agency fee agreements will only be valid if provided in such fully executed contract between Ryan Specialty and the Agency. Any unsolicited resume or candidate profile received from an Agency without prior approval from Ryan Specialty’s HR department and in compliance with Ryan Specialty’s candidate submission process shall be considered unsolicited, gratuitous and property of Ryan Specialty for recruiting purposes and, as such, is not subject to payment of any Agency fees.