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..
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.
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.