Operations Administrator

Howden; Rugby; On-site; GBP 24,000 - 32,000; Full time

Job summary

Howden Risk Advisory is seeking an Operations Administrator to provide essential administrative and operational support. You will help deliver services efficiently, maintain records in CRM and systems, and coordinate client and internal requirements to meet service levels.

The role collaborates with Operations, Client Services, Business Development and Sales to ensure contract fulfilment and a positive client experience, while identifying process improvements and ensuring high data quality.

Qualifications

• Strong administrative and organisational skills with ability to manage multiple tasks and deadlines.
• Excellent attention to detail and data quality across records.
• Experience with CRM, Microsoft Office and workflow systems.

Responsibilities

• Provide comprehensive administrative support across Operations.
• Maintain accurate records and client/supplier information.
• Coordinate documentation, appointments and operational requirements.
• Manage diaries and schedule meetings and visits.
• Process invoices and financial administration.
• Support continuous improvement and data quality.
• Escalate delays, risks or errors to Operations Manager.

Skills

Administration & Organisation

Attention to Detail

Tools

CRM systems

MS Office

Job description

The Operations Administrator provides high-quality administrative and operational support to ensure the efficient and effective delivery of services across Howden Risk Advisory. Working as part of the Operations team, the role is responsible for supporting day-to-day operational activities, maintaining accurate records and systems, coordinating client and internal requirements, and ensuring administrative activities are completed accurately and within agreed service levels.

The Operations Administrator works closely with colleagues across Operations, Client Services, Business Development, Sales and other internal teams to support client contract fulfilment, maintain service standards and contribute to an efficient and positive client and colleague experience. The role also supports the continuous improvement of operational processes by identifying inefficiencies, maintaining high standards of data quality and embracing new systems, processes and ways of working.

Key Accountabilities

Operational Administration & Service Delivery

• Provide comprehensive administrative support across the Operations function, ensuring activities are completed accurately, efficiently and within agreed timescales.
• Manage operational workflows and allocated tasks, prioritising activities appropriately to support business and client requirements.
• Support the delivery of client services by coordinating documentation, information, appointments and other operational requirements.
• Maintain a high standard of accuracy and attention to detail across all administrative activities.
• Escalate delays, risks, errors or service issues to the appropriate colleague or Operations Manager promptly.
• Provide flexible administrative support across the wider Risk Advisory business where operational requirements demand it.
• Work collaboratively with colleagues across Operations and the wider Risk Advisory business.

Client Documentation & Contract Fulfilment

• Prepare, review, format and issue client documentation, ensuring accuracy, consistency and adherence to organisational standards.
• Ensure documentation and operational activities are completed within agreed SLA timeframes.
• Support the fulfilment of client contracts by monitoring deliverables, deadlines and service commitments.
• Maintain appropriate records of completed activities to provide a clear audit trail and support contract reporting.
• Support the delivery of client programmes, visits and other operational activities as required.

Call, Email & Enquiry Management

• Manage incoming calls, emails and operational enquiries professionally and efficiently.
• Act as an effective first point of contact for clients, suppliers and internal colleagues, ensuring enquiries are resolved or directed to the appropriate person.
• Monitor relevant shared mailboxes and communication channels, ensuring requests are actioned within agreed service levels.
• Log, track and process sales enquiries and leads, ensuring accurate information is captured and in accordance with agreed processes and data-quality requirements.
• Maintain accurate and up-to-date client, supplier and operational records across CRM, workflow systems, databases and other business platforms.
• Update client portals with relevant information, documentation and status changes.Identify missing, incomplete or inaccurate information and take appropriate action to resolve discrepancies.
• Support the preparation of operational information and data required for management reporting and performance monitoring.

Diary & Activity Coordination

• Manage designated Risk Advisory diaries, coordinating meetings, appointments, visits and other operational activities, taking account of client requirements, colleague availability, location, travel and operational priorities.
• Support efficient resource utilisation by maintaining accurate scheduling information and highlighting potential capacity or scheduling conflicts.

Invoicing & Financial Administration

• Process invoices accurately and within agreed timescales.
• Maintain accurate bordereaux and financial records to support reporting and reconciliation.
• Track payments and other relevant financial information, escalating discrepancies or overdue actions where appropriate and work with relevant colleagues to resolve invoicing or financial administration queries.
• Verify insurance premiums and associated information to ensure data has been recorded and processed correctly.

Supplier Administration

• Maintain accurate supplier records, documentation and contact information.
• Support the monitoring of supplier activities and agreed service requirements.
• Escalate supplier issues, delays or service concerns through the appropriate channels.

Compliance, Quality & Risk Management

• Follow established operational policies, procedures and controls to support regulatory, governance and business requirements.
• Identify operational errors, risks or process failures and escalade these promptly.
• Complete operational checks and quality-control activities as required.

Continuous Improvement

• Contribute to the ongoing improvement of operational processes and service delivery.
• Identify inefficient, repetitive or manual processes and raise opportunities for improvement or automation.
• Participate positively in the implementation of new systems, processes and ways of working.

The above is not intended to be an exhaustive list of duties. The postholder may be required to undertake other reasonable activities within the scope of the role to support the effective operation of Howden Risk Advisory and the wider team.

Travel may occasionally be required, and flexibility outside normal working hours may be necessary from time to time to meet business and client requirements.

Success Measures

Success in the role will be demonstrated through:

• Achievement of agreed individual and team SLAs and KPIs.
• Accurate and timely completion of operational activities.
• High standards of client documentation and data quality.
• Effective management of enquiries and operational workflows.
• Accurate invoicing, bordereaux and premium administration.
• Successful support of client contract requirements and deliverables.
• Compliance with operational processes, policies and controls.
• Low levels of avoidable errors and effective resolution of identified issues.
• Contribution to process improvements and increased operational efficiency.
• Effective collaboration across the Operations team and wider business.
• Demonstrating ownership, accountability and a proactive approach to workload.

Skills & Experience

• Administration & Organisation - Strong administrative and organisational skills, with the ability to manage multiple tasks, priorities and deadlines effectively.

• Attention to Detail - A high level of accuracy when processing information, reviewing documentation, maintaining records and completing financial or system-based activities.

• Client Service - A professional and service-focused approach, with an understanding of the importance of delivering a consistently positive client experience.

• Communication - Strong written and verbal communication skills, with the ability to communicate confidently and professionally with clients, suppliers and colleagues at all levels.

• Systems & Technology - Confident using Microsoft Office and able to work effectively with CRM, workflow and other business systems whilst displaying willingness and ability to learn new technologies and processes.

• Data & Record Management - Ability to maintain accurate data, records and documentation and understand the importance of data quality and appropriate record keeping.

• Prioritisation & Time Management - Ability to organise workload effectively, meet deadlines and adapt priorities in response to changing business requirements.

• Problem Solving - Able to identify issues, investigate straightforward discrepancies and take appropriate action or escalate where necessary.

• Teamwork - A collaborative approach with a willingness to support colleagues and contribute to shared team objectives.

• Continuous Improvement - An improvement-focused mindset, with a willingness to challenge inefficient processes constructively and suggest better ways of working.

• Commercial & Business Awareness - Understanding that accurate and timely operational administration contributes directly to client satisfaction, contract delivery, financial performance and business growth.