Delivery Manager

Isio; City of Westminster; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Isio seeks an experienced Flexible Benefits Delivery Manager to drive implementations and renewals across corporate clients. You will partner with Client Managers & Directors to sustain relationships, oversee end-to-end projects, and guide junior staff through administration, QA and platform configuration.

You will draft specifications, supervise client UAT, and help expand our Flexible Benefits offerings, drawing on UK benefits expertise and strong stakeholder management to deliver high quality

Qualifications

• Strong experience in employee benefits, particularly Flexible Benefits and renewals.
• Experience with Flexible Benefits platforms, design, data imports and reporting.
• Understanding of the UK risk and healthcare benefits market and trends.
• Delivering excellent service to mid-sized and large corporate clients with a consultative approach.
• Strong relationship-building and communication with clients, insurers and partners.
• PRINCE2 knowledge is a plus but not essential.
• Organisational and delegation skills to manage multiple priorities and junior colleagues.

Responsibilities

• Drive delivery of Flexible Benefits implementations and annual renewals.
• Support ongoing relationships with Client Managers & Directors and respond to queries.
• Provide day-to-day project oversight with Administration, QA and Technical teams.
• Oversee end-to-end projects with PM tools and documentation (MS Project, RAID logs).
• Draft and review platform specifications and testing (UAT) with QA.
• Develop client relationships via in-person or virtual meetings.
• Assist with proposals, RFP/ITT responses and new business pitches.
• Maintain awareness of the Flexible Benefits market and competitive activity.

Skills

Flexible Benefits experience

Client relationship management

Project management

Stakeholder management

UK healthcare benefits knowledge

Tools

MS Project

Job description

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:
  • Project plans (MS Project)
  • RAID Log & meeting minutes
  • 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
  Strong experience in employee benefits, particularly Flexible Benefits, including successfully managing implementations and renewals.
• Experience working with Flexible Benefits platforms, benefit design, data imports and reporting, with the ability to translate requirements into accurate specifications.
• A good understanding of the UK risk and healthcare benefits market, including relevant market trends.
• Demonstrable experience delivering an excellent service to mid-sized and large corporate clients, taking a consultative and pragmatic approach to complex requirements.
• Strong relationship-building and communication skills, with experience working with clients, insurers, providers and benefit partners.
• Experience using project management methodologies and tools; PRINCE2 would be advantageous but is not essential.
• Excellent organisational and delegation skills, with the ability to manage multiple client priorities, resources and junior colleagues effectively.
• A process-driven approach, with experience developing and improving implementation and administration processes.
  Isio is a fast-growing professional services business, that offers career development through an evolving client base, diverse and meaningful work, nationwide opportunities, and a culture that rewards high performance and accountability.
• If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask us [e-mail]

We hold ourselves to the highest standards and our values guide how we advise our clients, how we operate as a business and how we work together as a team. We call it the Isio Attitude. We encourage our people to be bold, to communicate with conviction, and to deliver advice that matters. Here, growth brings opportunity - more responsibility, more clients, and work that stretches and develops you. We invest in training and development so you can expand your skills and explore different career paths across diverse markets to make your mark. Isio is a place to realise your potential and build a career with impact. You can find out more about Isio and the benefits we offer on our career's website Isio - Careers & Benefits. About Isio A progressive advisory firm, partnering with clients of all sizes to deliver expertise in pensions, employee benefits and wealth advisory services. Working with pension trustees, employers, individuals, families and their offices, we are supported by talented colleagues across 10 UK offices. With a Big 4 heritage we combine a strong focus on quality with a fresh perspective challenging traditional thinking. Our culture shapes our work; we foster a supportive environment where we develop our people to grow and fulfil their potential. We invest in our services, products and technology, and provide clear, expert solutions for our clients. This brings clarity, confidence, and better outcomes for everyone. At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact. We can offer a hybrid, flexible approach to work, supporting a work-life balance that works for you. Isio Group is an equal opportunities employer, and we welcome applications from all suitably qualified candidates.