US Risk & Healthcare Broking Team Manager

(US working hours: 1:30 pm-10:00pm)

Service Delivery:

• Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
• Assign tasks / workflows to team members and manage workloads
• 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, client requirements and priorities
• Measure the level of internal client satisfaction, taking corrective action where necessary
• Check work from other team members, including regular spot checks to ensure quality is high
• Work closely with the US and India teams to ensure that all work is carried out in a timely manner and to a high standard
• Carry out administration tasks through the use of TBS workflows to ensure tasks are completed
• Feeding back suggestions and improvements in working processes to the US
• 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
• Coordinate any projects that impacts your team, ensuring that the project delivers the required result
• If required, manage the transition of work to your team

People Management:

• Initiate and participate in recruitment processes to fill any team vacancies
• Make rounded hiring decisions by checking that candidates have the right level of motivation, competence, technical know-how and communication skills to be valuable members of the team
• Set performance goals for colleagues based on the SMART model and make sure that they are recorded in the Talent and Reward System (TRS)
• Keep track of colleague performance and intervene appropriately if and when performance does not meet expectations. Keep records in TRS of colleagues’ performance
• Hold monthly 121s with your colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleague’s efforts
• Evaluate and rate colleagues' performance at the end of each year, ensuring they receive accurate written feedback
• Make use of a development map to assess a colleague's current skill level
• Assign the colleague to work shadowing, self-study or training to resolve any skill gaps
• Hold a development conversation with colleagues about their career aspirations and agree long-term development goals and activities that will help the colleague move their career forward. Make sure these goals are recorded and tracked in the Development Plan in TRS
• Assign development activities for colleague based on the 70-20-10 model. Make sure that these activities are recorded in the Talent Profile > Development section of TRS
• Maintain the 'talent status' of colleagues in the TRS tool, making sure your manager is aware of key talents within your team. Work with your manager / Talent Development to ensure that key talents have an appropriate development plan
• Prepare, regularly review and update succession plans for the team
• Manage absences in the team in accordance with work volume and HR policy
• Promote a pro-active and responsible culture within the team based on professional standards of behavior
• Take action to integrate the team and make sure that any internal conflicts are resolved
• Manage the flow of communication within the team, ensuring that information is cascaded effectively to the team
• Monitor the level of engagement within your team and take action to increase it
• Recognize colleagues for their contributions and accomplishments
• Manage the team including offering regular help and support to team members

Requirements:

• University degree or equivalent (specialization in accounting / economics/finance/administration would be an asset)
• At least 1 year of experience in managing group of 5 - 10 people
• Experience in managing projects would be an asset
• English level: C1 or higher
• Knowledge of local policies concerning HR, security, IS, health & safety, business continuity
• Ability to promote a spirit of shared responsibility within the team
• Proven ability to manage multiple tasks at a time while paying strict attention to details
• Good knowledge of Aon tools and systems used in daily processing
• Understanding of basic business and financial principles
• In-depth knowledge of Healthcare processes and procedures
• Very good command of MS Office tools (especially Excel)
• Ability to make decisions and improvements based on metrics
• Strong problem solving skills
• Excellent interpersonal skills
• Ability to communicate difficult messages
• Excellent written and oral communication skills
• Ability to work and communicate in the culturally diverse team
• Understanding of  improvement and quality tools
• Good knowledge of change management techniques
• Basic knowledge of project management principles
• Strong ability to delegate tasks and execute results
• Very good organizational & time management skills
• Ability to deal with stress and tight deadlines
• Spotless record and strong ethos

We offer:

• Diverse and inclusive workplace - we value openness and authenticity and believe in the power of feedback
• Flexible remote work environment 
• Employee-appreciation culture (multiple recognition programs)
• The best medical cover on the market with free dental care
• Wellbeing awareness (access to free mental health helpline, Stay-Well Day off, lectures, sports and more)
• Generous benefits package (personal accident insurance, benefit platform for vouchers and more)
• Internal career opportunities, individual development plan, professional development training and resources
• Lots of social events, charity actions and opportunities to integrate with colleagues