Business Support Manager

Description

At Verisk, we help the world see new possibilities. As a global leader in data, analytics, and technology, we support the insurance industry with insights that drive better decisions, stronger performance, and long-term resilience. Within Verisk, Specialty Business Solutions brings together deep insurance expertise and powerful software platforms. Formerly known as Sequel, this business unit has built a strong reputation for delivering specialist solutions across insurance and reinsurance markets. Backed by Verisk's scale and investment, we continue to expand our capabilities and strengthen our long-standing client relationships. This role offers the opportunity to shape how clients experience our products at a critical stage of their journey.

The role

As Business Support Manager, you will lead the support function responsible for delivering a reliable, high-quality service to our global clients. You will play a central role in the post-implementation experience, ensuring that support services are responsive, well-managed, and continuously improving. You will work closely with clients, internal teams, and leadership to strengthen service delivery, improve processes, and develop a team that consistently performs at a high level. This is a role with real ownership, where your decisions and leadership will directly influence client satisfaction and long-term success.

Responsibilities

• Leading the day-to-day operation of the support function, ensuring consistent and high-quality service delivery
• Acting as the escalation point for client issues, resolving complex challenges with confidence and urgency
• Driving continuous improvement across support processes, tools, and ways of working
• Ensuring service level agreements are met and performance is actively tracked and managed
• Building strong relationships with clients through regular service reviews and ongoing engagement
• Managing team capacity, recruitment, and resource planning to meet demand
• Coaching and developing team members through clear objectives, structured feedback, and career planning
• Creating a motivated team with strong accountability, capability, and performance standards
• Supporting smooth transition from project delivery into live service, including go-live and hypercare phases
• Providing structured service reporting to internal stakeholders and clients
• Managing support-related projects, including chargeable work and out-of-hours support where required
• Partnering with product and technical teams to support product improvements and strategic initiatives
• Ensuring processes are documented, knowledge is captured, and best practices are followed consistently
• Managing operational and security risks within the team and maintaining compliance with corporate standards
• Keeping client outcomes at the center of all support activity

Qualifications

• Strong experience in a customer-facing software support environment, including leadership responsibility
• Proven ability to manage and develop teams in a fast-paced, high-pressure environment
• Experience working with demanding or high-profile clients
• Excellent communication skills, including presenting to a range of audiences
• Strong problem-solving skills with a practical and considered approach
• Comfortable working with complex software products and technical environments
• Strong SQL skills and familiarity with Microsoft SQL Server tools
• Ability to prioritize and resolve issues within defined service levels
• A leadership approach that motivates, supports, and develops individuals
• Understanding of ITIL principles and service management practices