Team Lead - SME Risk

Purpose of the Job

To lead, develop and support the SME Risk support team, ensuring the effective delivery of client administration, service excellence and continuous improvement.

Job Summary

Reporting into the Client Experience Health and Protection Practice Manager, the role holder will be responsible for line managing the SME Risk support team while also supporting the administration of their own portfolio of clients.

The role holder will work closely with the Lead Partner SME Risk to ensure that the advisers are well supported, to enable them to focus on building existing client relationships and acquiring new business. As a senior member of the support team, the role holder will also build excellent working relationships with clients.

Key Skills and Personal Attributes

• 3-5+ years industry experience within an insurer, employee benefit consultancy and/or financial advisory environment.
• Good working knowledge and understanding of Health/ Protection products.
• Ability to build an excellent rapport with clients.
• Confident having difficult conversations.
• Strong delegation, prioritisation and workload management skills.
• Ability to coach, develop and motivate team members.
• Ability to handle sensitive conversations professionally and confidentially.
• Ability to lead through change and support continuous improvement.
• Ability to problem solve.
• Excellent attention to detail.

Main Responsibilities

• As a Line Manager, to be directly responsible for the day-to-day management of the team including effective resourcing, delegation of tasks, workload management, performance management (via monthly continuous performance reviews), development and engagement. Managing Employee Relations processes in line with FD policy with support from HR.
• Ensure team outputs are accurate, compliant and delivered in line with internal processes, service standards and regulatory expectations.
• Deal with queries from their team as the first line of support.
• Proactively work with the H&P Practice Manager, and wider team, on the successful delivery of services and to continuously improve processes and procedures.
• Ensure the smooth running of assigned portfolio on a day-to-day basis.
• Develop, maintain and cultivate a constructive and professional relationship with clients and insurers at all levels.
• Coordinate administration of schemes including renewals, membership, market reviews, drafting renewal reports, claims escalation, underwriting [DH1] and invoice assistance.
• Maintain client records and data in line with Secondsight systems and protocols.
• Independently respond to queries from both clients and insurers in a proactive manner, whilst keeping Advisers informed as appropriate.
• Support Advisers with the re-broking and reviewing of schemes.