Risk & Healthcare - Operations Senior Manager

Risk & Healthcare Operations - Senior Manager

A real opportunity to make your mark in a fast-growing business at the cutting edge of employee benefit innovation.

This is an exciting role to join our rapidly growing Reward & Benefits team as a R&H Senior Manager within our Risk & Healthcare (R&H) practice. Our Reward & Benefits team plays a central role in Isio's ambition to broaden our offering beyond pensions and is a focus for investment and change for the business. Our team has already seen significant growth, and the acquisitions of Premier and the benefits arm of Deloitte has accelerated our plans - as we take our expertise to market and we are looking for new talent to join the team.

We are looking for an experienced professional to actively manage our R&H analyst support team to meet client needs, providing a cohesive calibre-based service while supporting your teams members own development and aspiration goals. You will have responsibility and autonomy for team management, workflow, procedures, co-ordination of new client support onboarding, team development and sit on the leadership panel for the R&H practice as whole.

You will work closely with experts within our Reward & Benefits team to support us taking the best solutions to our high value corporate prospects and clients. You will share your managerial and experience within the wider Reward & Benefits internal team so that we continue to innovate and deliver best in class service across the full Reward & Benefits spectrum. This provides the opportunity to raise your own profile within the business.

Our Reward and Benefits team is based in all Isio offices; this role will see you working with people of differing areas of expertise and based in a variety of different offices, though you will need to be able see your team in person in our Croydon office 2 days a week to foster strong personal and working relations with them.

Role and Responsibilities

As a key member of the R&H leadership team you will have responsibility for the delivery of support services to our clients, the R&H consulting team and the wider Isio business from a R&H perspective

• Liaise with our flexible benefits team and support of our state-of-the-art benefit platform solutions where R&H input is required.
• Work with your analyst team and the R&H consultants to ensure our SLA's are met, renewals, rate/market reviews and member enquires are dealt with in a timely and on point fashion.
• Undertake regular 1:1's and personal check-ins with your team and be responsible for their annual review, development and promotion recommendations.
• Ensure your team accurately records client time to support client billing and profitability and issues insurance premium invoices promptly while tracking settlement so that commission is received by Isio in a timely fashion.
• Have an overview and responsibly to ensure your team meets the agreed SLA's for group life claims under our market leading and award-winning group life Master Trusts.
• Lead and drive the development of the R&H analyst support team. You will be their direct report, line manager, go to support and the champion of their cause.
• Ensure the smooth on-boarding and implementation requirements of new clients within your team from a support perspective.
• Assist your team to maintain high levels of customer satisfaction.
• Effectively manage relationships with insurers, providers and partners to deliver high quality outcomes for clients, to support proposition development, and to maintain and strengthen Isio's strategic partnerships through the day to day operation of the R&H support team.
• You will take ownership of our new workflow system and running with its phase 2 and 3 implementation, to drive efficiency and accuracy within your team and R&H client management. This system has been developed specifically for R&H from. scratch in house by our highly skilled IT teams taking account of R&H requirements.
• Incorporate new and updated systems within your team and input into the functionality.

Experience and Competencies Required

• Experience in a manager role in the employee benefits / financial services field.
• Experience of Risk & Healthcare is preferred, but not essential for the right candidate.
• Experience of utilising workflow software and agreeing and implementing administration procedures.
• The ability to motivate and obtain the best from your team.
• The ability to give clear direction combined with an empathic approach with your team members.
• A proven ability in meeting complex needs of team management in a fast paced environment with rapidly changing client requirements.
• Flexibility in your approach - all your team members will be individuals with their own strengths and goals, combing to provide a cohesive support service to our clients, the R&H consulting team and the wider Isio business.
• Sustain positivity through challenging but rewarding projects.
• Isio values diversity and innovative thinking, so have confidence to challenge the status quo and put forward new ideas and new ways of doing things.
• Ability to enhance the working approach and environment for your team and the service clients receive.
• Have an understanding of procedures, SLA's and what it takes to ensure your team can balance multiple client and consultant demands while continuing to deliver a quality and timely service.
• Demonstrate the ability to be consultative and pragmatic in team strategy and delivery.
• Excellent communication, and interpersonal skills, alongside excellent verbal and written English communication skills.

Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates.