Role Overview

The Schemes Manager will be responsible for the day-to-day operational management and governance of a portfolio of insurance schemes. The role involves managing day-to-day scheme administration, responding to insurance queries, maintaining high-quality records, data management, account management activity and reviewing policy documentation. They will act as a point of coordination between insurers, brokers, internal teams, operations, finance, compliance and customer service teams to ensure schemes are well controlled and deliver positive customer outcomes.

Key Responsibilities

• Action all operational elements of assigned insurance schemes, ensuring processes are efficient, compliant and consistently delivered.
• Respond to insurance queries/complaints and complex referrals from clients, scheme members, brokers and insurers, providing clear, accurate and timely information.
• Manage monthly data ingestion and finance processes for some of the insurance schemes.
• Build relationships with scheme insurers, brokers and other third-party partners to build loyalty and mutual respect.
• Coordinate and process scheme renewals in a timely manner.
• Ensure clear governance, oversight and documentation are in place for each scheme, including controls, referral processes and escalation routes.
• Work with internal teams to improve customer journeys, reduce operational friction and ensure schemes are easy to administer and service where relevant.
• Support the launch of new schemes, products or partner propositions, ensuring operational readiness before go-live.
• Work with compliance and risk teams to ensure schemes meet regulatory requirements, including FCA expectations, conduct risk, fair value and customer outcome standards.
• Maintain shared inboxes, workflow systems and administration trackers to ensure efficient and complete management of scheme processes.