Flexible Benefits Delivery Manager
This is an exciting opportunity to join our fast-growing Employee Benefits business, which spans strategic benefit design, workplace health & wellbeing consulting, DC pensions, benefits technology and employee engagement & support.
We are looking for an experienced Flexible Benefits Delivery Manager to help drive growth in this exciting and rapidly developing area of our business. You will be responsible for managing client Flexible Benefit implementations and renewals.
You will work closely with experts from across our Employee Benefits business, collaborating with colleagues based across all Isio offices and drawing on a wide range of specialist expertise. Together, you will take our Flexible Benefits offering and services to high-value corporate prospects and clients, sharing your specialist knowledge with both clients and colleagues to help us continue to innovate and deliver a best-in-class service across the full Employee Benefits spectrum.
We strive to provide a market-leading customer experience, and that’s driven by our people. Our Delivery Managers are engaging and positive; they listen to what our clients need, adapt their approach and build trusted relationships with colleagues, clients and benefit partners.
What does the role entail?
You will drive the delivery of Flexible Benefits implementations and annual renewal projects.
Work closely with Client Managers & Directors to support the ongoing relationship, providing input and responding to queries relating to implementation and service delivery as appropriate.
Provide day-to-day project oversight and guidance to junior project support colleagues where appropriate working closely with Administration, QA and Technical team members across scheme administration and support, quality assurance and testing, and platform configuration, coordinating their contribution to ensure successful project delivery and an exceptional client experience.
Oversee the implementation and renewal projects end-to-end, using project management methodologies and tools. This will include and is not limited to:
o Project plans (MS Project)
o RAID Log & meeting minutes
o Workflow support tools
Drafting and review of platform specifications including design and technical specifications, import and reporting specifications.
Be responsible for successful client testing (UAT) by overseeing QA specialists to close out all issues.
Act as a point of escalation for complicated or difficult issues/contacts and work with more senior members of the team to resolve any issues.
Develop and build client relationships by meeting with the client in person or virtually to discuss and manage the projects.
Drive the set-up of implementation and in-life processes for each client to support and facilitate the on-going management of the Flexible Benefits scheme. Triage junior resources and associated colleagues to ensure any recurring processes are actioned on time.
Support with wider Workplace Health & Wellbeing (W&W) queries to ensure accurate benefit member data files are provided to the W&W team.
Maintain high levels of client satisfaction.
Use insights from client projects to identify opportunities to enhance the proposition and client experience, sharing these with Client Managers, Directors and relevant Employee Benefits colleagues.
Effective management of relationships with insurers, providers and partners to deliver high-quality outcomes for clients to maintain and strengthen Isio’s strategic partnerships.
Support colleagues with Employee Benefit proposals, RFP / ITT responses, and new business / pitch meetings, and enquiries / referrals in relation to Flexible Benefits.
Maintain awareness of the Flexible Benefits industry, market developments and key competitor activity to inform the wider Employee Benefits team, and all other relevant internal parties
What we’re looking for?
Strong experience in employee benefits, particularly Flexible Benefits, including successfully…