International Employee Benefits Account Manager

NFP Corp; Birmingham; Presencial; GBP 42.000 - 66.000; Jornada completa

Descripción de la vacante

NFP is hiring an International Employee Benefits Account Manager to support the International Benefits team in Birmingham. You will manage a client portfolio, provide administrative support, and own service delivery with the Consultant to ensure outstanding customer service.

Key duties include researching local markets, handling client inquiries within 24 hours, maintaining records in Egnyte and Salesforce, and contributing to renewals and new business development across countries.

Formación

• Customer-oriented with a passion for delivering customer service excellence.
• Clear and effective communication, both written and verbal.
• Active listening and attention to detail in administrative tasks.
• Strong organisation, time management and prioritisation skills.
• Ability to work quickly without sacrificing accuracy; energetic and proactive.
• Problem solving with the ability to liaise across teams for solutions.
• BA or BSc degree preferred or equivalent experience.

Responsabilidades

• Gather information from product providers, HR and third parties and conduct local market research (AXCO).
• Understand client aims and requirements to tailor recommendations per country.
• Respond promptly to client enquiries (usually within 24 hours) about renewals and changes.
• Use a work log to track progress and keep clients updated.
• Manage relationships with clients/brokers for renewals and administration.
• Attend client meetings and calls; prepare accurate information for consultants.
• Follow minimum standards and maintain accessible file structures on Egnyte.
• Update back-office systems with client and provider contacts.
• Record commission/fee information in Salesforce per MTBC standards.
• Produce detailed client reviews and liaise with consultants accordingly.
• Ensure client documentation is accessible via Egnyte for colleagues and clients.
• Collaborate with consultants to exceed service levels and update clients regularly.
• Develop new opportunities by gathering market intelligence and documenting it.
• Ensure activities comply with international rules and keep country knowledge current.
• Participate in professional development and CPD, pursuing relevant qualifications.
• Train and mentor new starters, sharing insights into clients and processes.

Conocimientos

Customer orientation

Strong communication

Excellent listening

Organised

Activity oriented

Problem solver

BA or BSc degree

Educación

BA or BSc degree preferred or equivalent experience

Descripción del empleo

We’re hiring for an International Employee Benefits Account Manager to support our growing International Benefits team in Birmingham!

To keep up with our growth in the UK and Ireland, we are recruiting for an International Employee Benefits Account Manager to join our International Benefits team. You will be responsible for looking after a portfolio of clients, providing administrative support and taking ownership of all areas of client service delivery, working in partnership with the relevant Consultant to provide outstanding customer service.

We’re looking for someone with:

• Customer orientation - displays a positive attitude and behaviours, demonstrating an awareness and willingness to respond to customers to exceed their needs, requirements and expectations. A passion for delivering customer service excellence, going over and above
• Strong communication - able to express themselves clearly and positively, both verbally and in written communication
• Excellent listening skills, always checks administrative work
• Good organisation – including time management and prioritisation when it comes to customer needs above all else. Handles own time effectively and able to handle the expectations of other collaborators regarding delivery timescales
• Activity oriented - works at a fast pace but doesn’t sacrifice attention to detail, enjoys being busy
• Problem solver/innovative - capable of developing innovative solutions for clients using knowledge and research skills as well as liaising across teams to deliver solutions. Brings new insights to the table
• BA or BSc degree preferred or equivalent experience

Using these skills, you’ll be:

• Gathering information – liaising with product providers, HR and other third parties as well as internet based tools such as AXCO to conduct research on behalf of the client into their local markets and product options.
• Understanding client aims and objectives, requirements as per IDD to ensure recommendations are suitable and particular to each country.
• Servicing clients – responding promptly to client enquiries, in line with agreed levels of service (usually 24 hours), regarding their existing arrangements, renewals and any changes in circumstances.
• Using a work log or a similar programme to ensure that clients are fully advised as to progress.
• Handling Clients/Brokers - ensuring the relationship between the client or broker is led effectively and work alongside the local broker for the client’s renewals and administration of the client’s benefit plans, ensuring the client’s objectives are carried out on their behalf.
• Attending client meetings/conference calls both with Consultants and individually as appropriate. Ensuring all of the accurate information is gathered for the call and that the Account Manager and Consultant are fully prepared at request.
• Adhering to NFP’s Minimum Standards/Process Guides – working in line with the agreed minimum standards and process guides for Account Management to ensure that all clients receive outstanding customer service e.g. Ensure the accurate file structure is adhered to on Egnyte so that documents and information are easily accessible.
• Updating the system – keeping the back-office system up to date with client information and provider/broker contacts to ensure that high levels of customer service are delivered.
• Ensuring that all commission/fee expectation information is recorded correctly and in line with the MTBC minimum standards on Salesforce.
• Client reviewing and reporting – producing detailed reports and summaries for client reviews as required ensuring clients receive the most up to date and relevant information and guidance and liaising with the Consultant on these.
• Using Egnyte to ensure all client documentation is available in the accurate location. It must be accessible to clients and MTBC colleagues if someone is absent.
• Team working – working in conjunction with the relevant Consultant to ensure that client expectations are exceeded in terms of the service levels and information provided, including taking part in calls and regular client update meetings.
• Account development/new business generation – generating market intelligence and key information regarding potential new opportunities to develop clients and increase the NFP portfolio ensuring this information is promptly recorded and passed onto the relevant person.
• Ensuring that all activities are fully compliant and that your knowledge is up to date to protect client interests, NFP Benefits and on international compliance rules.
• Making sure knowledge is refreshed and up to date concerning products and particular country specialisations
• Professional development/CPD – keep up to date with professional development, including working towards the relevant qualifications and recording this in the correct manner.
• Training and mentoring new starters – be part of the team to support new members, allowing them to shadow work and offering expertise and insights into clients, how we work and the external market.

We’re committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage of the application or interview process, please let our Talent Team know – we’ll do our best to support you. Please email [e-mail] for more on this.

Who is NFP?

With over 600 people in the UK and Ireland and over 8,000 employees worldwide, NFP is part of the Aon group and specialise in helping businesses in four core areas:

• Insurance (helping them manage key risks)
• Health and safety (supporting them to create a safer workplace for their employees)
• Employee benefits (helping them reward their people more effectively)
• HR, people and talent (supporting employers and their people to thrive through changes and challenges)

What you’ll love about working here

• working in a multifaceted, fast-paced organisation in an exciting industry
• the opportunity to do globally impactful work from day one
• learning from industry and business line specialists with decades of experience
• a huge variety of projects to work on and challenges to tackle
• our People First culture, which illustrates our dedication to your wellbeing and development, not just as an employee but as a human being
• a rich suite of employee benefits and out-of-work perks

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