Risk & Healthcare Service Delivery Coordinator with German

Service Delivery:

• Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
• Acting as an escalation point for process, products related issues driven by daily operations
• Leading meetings to define requirements and operational improvements needs
• Use active & visual management to make sure that business requirements, SLAs and quality measures are understood by the team and are the focus of their daily work
• Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, internal client requirements and priorities
• Measure the level of internal client satisfaction, taking corrective action where necessary
• Work closely with other teams to ensure that all work is carried out in a timely manner and to a high standard
• Feeding back suggestions and improvements in processes
• Ensure that processes are documented, and that knowledge is captured, documented and shared within the team
• Put a system in place to train new hires / less experienced team members in the team's processes and tools
• Provide support for the team members in communicating issues to other teams and ensuring timely resolution
• Respond to and remove any issues that negatively impact the team's ability to work efficiently, e.g. IT issues, communication breakdowns
• Ensure that the team is aware of and can respond to risks that may impact service delivery
• Ensure that team members record their working time accurately

Change Management

• Analyze data on the output of the team's work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity
• Engage the team in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
• Develop a culture of continuous improvement within the team
• Co-ordinate any projects that impacts your team, ensuring that the project delivers the required result
• If required, manage the transition of work to your team
• Ongoing operations:
• Monitoring current operations within the team daily. Managing the workload in line with SLAs by organizing, prioritizing and making effective workload allocation decisions
• Identifying issues with processes handled in multiple team and driving a process to find and implement solutions
• Increasing the level of processing knowledge across the team
• Acting as a SME for processes and resolving issues
• Suggesting and implementing changes to tools and documentations needed to support effective service delivery
• Backing up the team manager, if required

Continuous improvement:

• Making sure that the level of service is continuously improving
• Suggesting and using tools to measure improvements
• Participating in and/or leading meetings to define requirements and operational improvements needs
• Coordinating and planning projects, ensuring the success of project’s closure
• Designing, implementing and developing support materials for solutions to be implemented, such as procedures and training manuals
• Ensuring that all required tools and systems are available for the team and that appropriate training of new processes/systems is delivered to the team

Requirements:

Domain Knowledge

• In-depth knowledge of Risk & Healthcare processes and procedures

Technical Skills

• Advanced Excel skills
• Excellent knowledge of Aon tools would be an asset

Analytical Skills

• Ability to analyze processes and identify improvements
• Ability to identify and respond to risks
• Ability to focus on details

Communication Skills

• English and German language level – C1
• Ability to lead meetings and conference calls
• Ability to negotiate

Project Management

• Ability to manage work streams in a project
• Ability to work effectively in a project team
• Extensive experience of Plan Management processes would be an asset

We offer:

• The best medical cover on the market with free dental care
• Generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
• Stability of employment and permanent contract after trial period
• Brand new office supporting collaboration, flexibility and activity based working
• Internal career opportunities and individual development plan
• Unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
• Lots of social events, charity actions and opportunities to integrate with colleagues