The purpose of this role is to provide service delivery to clients across the Expat, International and Cross-Border benefits team. Responsible for leading large, complex, SME international benefits accounts, and working closely with our sales team on the onboarding of new clients and prospects. Key tasks and duties are summarised below and are largely around becoming a rounded consultant with a focus on effectively delivering to clients, managing workload effectively and developing yourself and other members of the team to add value – including making connections across the business and accessing resources to solve problems.
Key Tasks & Duties
CLIENT FOCUS/MANAGEMENT
- Manage Lockton’s large, more complex SME accounts including the preparation of client deliverables and materials across the range of international benefit propositions and services.
- Work closely with our sales team on the onboarding of new clients
- Understand the “why” (the reason) for the work being needed and delivered to a client.
- Work with client team members in directing, addressing, and resolving client queries issues about global benefit issues.
CLIENT DELIVERY
- Monitor the tracking of renewals, production of renewal reports, maintaining client files, populating, and maintaining activity/issues trackers.
- Own and coordinate membership changes, queries, and the tracking of invoices for clients.
- Produce drafts of meeting agendas and meeting minutes/actions.
- Responsible for a portfolio of SME clients, acting as the lead consultant managing all client activity.
- Support client-facing technology tools by adding new users and providing basic troubleshooting.
- Understand the client engagement and manage any budgets/other metrics through effective project tracking.
- Ensure adherence with any Lockton processes to ensure compliance and risk management of delivery e.g. data protection process, maintaining audit trails.
MAKING EFFECTIVE CONNECTIONS
- Develop networks with the Lockton Global Partner offices, peers, and other business service groups (IT, Office Services, Information Processing, Accounting, local offices, etc.) to progress various tasks using a partnership approach that facilitates high-quality results and process workflow.
- Form relationships with key international carriers to build knowledge and understanding of each proposition.
- Proactively work with the Broking Desk to ensure client renewals are managed effectively and delivered on time.
NEW BUSINESS
- Support with new business opportunities including RFP responses.
- Ownership for pricing and scoping of small-medium sized projects
- Upselling and cross-selling relevant lines of business where appropriate
MANAGING SELF & DEVELOPMENT
- Effective email management to keep on top of tasks and issues.
- Coordinate meetings, calls and other events including arranging the technology and structure.
- Lead internal calls and attend client calls where appropriate.
- Undertake relevant training to develop skills and knowledge to apply to clients and the wider business.
- Understand and undertake research as needed for internal and client use. Make use of various Lockton resources, internet research, accessing trade publications, and on occasion foreign-language sourced documents.
- Finding and implementing improvements to team efficiency
Experience, Skills & Knowledge
Desired skills & knowledge:
- Bachelor's degree and/or experience in a role which reflects the skills and client management experience which will be transferred to the world of Expat and International Benefits
- Minimum of four years’ experience in the insurance/employee benefits sector
- Have completed training courses/qualifications in core areas such as insurance, international benefits (IEBA), HR or another related discipline
- Experienced with basic computer skills & packages including Microsoft applications – Teams, Word, Excel, PowerPoint
- Strong client focus with the ability to develop positive relationships with team members and external contacts
- Can work well in a fast-paced environment with multiple workstreams and able to achieve and manage timescales for delivery
- Effective written and verbal communication skills and comfort collaborating with colleagues in both an office and a virtual environment
- Excellent organizational skills and the ability to multi-task effectively
- Ability to solve problems and cope with challenges.
Further experience, skills, or knowledge
- Relevant corporate & client management experience
- Fluency or professional proficiency in a foreign language is often helpful
- Any other professional qualifications or training are also an advantage
- Experience working or living abroad is helpful although not required.