Account Manager - International Employee Benefits

We are recruiting for an International Account Manager to join our growing team in Birmingham. You will be reporting to the International Employee Benefits Manager, assisting with a portfolio of clients, providing administrative support and taking ownership of all areas of client service delivery, working in partnership with the relevant Consultant to provide outstanding customer service.

Overview of duties

• Gathering information – liaise with product providers, human resources, other third parties as well as internet based tools such as AXCO to conduct research on behalf of the client into their local markets and product options
• Understand client aims and objectives, requirements as per IDD to ensure recommendations are suitable, particular to each country
• Client servicing – respond promptly to client enquiries, in line with agreed levels of service (usually 24 hours), regarding their existing arrangements, renewals and any changes in circumstances. Use a worklog or a similar programme to ensure that clients are fully informed as to progress
• Client/Broker management - ensure the relationship between the client or broker is managed effectively and work alongside the local broker for the client’s renewals and administration of the client’s benefit plans, ensuring the client’s objectives are carried out on their behalf.
• Attending client meetings/conference calls both with Consultants and individually as appropriate.
• Adhere to NFP Minimum Standards/Process Guides – work in line with the agreed minimum standards and process guides for Account Management to ensure that all clients receive outstanding customer service
• Updating system – keep the back-office system up to date with client information and provider/broker contacts to ensure that high levels of customer service are delivered.
• Client reviews and reports – producing detailed reports and summaries for client reviews as required ensuring clients receive the most up to date and relevant information and guidance and liaising with the Consultant on these
• Account development/new business generation – generate market intelligence and key information regarding potential new opportunities to develop clients and increase the NFP portfolio ensuring this information is promptly recorded and passed onto the relevant person
• Compliance – ensuring that all activities are fully compliant and that your knowledge is up to date to protect client interests and NFP Benefits and on international compliance rules
• Technical expertise – ensure knowledge is refreshed and up to date concerning products and particular country specialisations
• Train and mentor new starters – be part of the team to support new members, allowing them to shadow work and offering expertise and insights into clients, how we work and the external market
• Management Information – provide accurate and clear management information to the Management Team as required

Person specification

Knowledge, skills and abilities:

• Customer orientation - Display a positive attitude and behaviours, demonstrating an awareness and willingness to respond to customers to exceed their needs, requirements and expectations. A passion for delivering customer service excellence, going over and above.
• Strong communicator - Able to express themselves clearly and positively, both verbally and in written communication. Excellent listening skills, always checks administrative work.
• Excellent organiser – including time management and prioritization - Prioritises customer needs above all else. Manages own time effectively and able to manage the expectations of other stakeholders regarding delivery timescales.
• Activity oriented - Works at a fast pace but doesn’t sacrifice attention to detail, enjoys being busy.
• Problem solver/innovative - Capable of developing innovative solutions for clients using knowledge and research skills as well as liaising across teams to deliver solutions. Brings new ideas to the table.

Education and experience:

• BA or BS degree preferred or equivalent experience

Key information:

Salary: Competitive depending upon experience

Hours: 35 hours Monday - Friday

Location: Birmingham – hybrid working up to 2 days home based

Benefits: 25 days holiday + bank holidays, online Doctor, private medical insurance, cycle to work scheme etc

If this sounds like something you are interested in please apply, or contact Paige Hughes for further information.