Overview


Management of all aspects of the day to day performance of the account management team ensuring deadlines are met, documents issued on time, cover placed appropriately, SLAs are fulfilled, and compliance with regulatory requirements.


Implementation of market strategy, influencing day to day relationship with insurers, ensuring broking standards are improved and maintained.


Improvement of procedures and technical standards, provision of defined management information to the Executive Management Team (EMT).


Management of the staff in the Broking team.


Management of a caseload of key clients.



Key Duties & Responsibilities


Client Relationships


•Ensure that Company is delivering service which exceeds client expectations and meets minimum service level standards as set out in client and insurer SLAs
•Liaise with Account Directors, development and claims teams to ensure that they are receiving the required level of service and/or information required, in a timely manner to service our clients needs and expectations
•Responsible for the allocation of account managers for new client business
•Assist the Development team in improving existing products and new product development
•Provide support to the Development team in new business presentations
•Assist the Development team in improving existing products and new product development
•Monitor, maintain and develop relationships with insurers within the Company’s market strategy


Processes and Procedures


•Continually review processes and procedures within the broking team ensuring they always meet the needs of the Company and its clients
•Ensure teams understand and comply with these procedures at all times
•Maintain and continually review broking procedures, ensuring that these are actively communicated and followed
•Ensure an up to date diary system and workflow management system is maintained at all times and monitor such systems to ensure service standards are being maintained and case loads managed effectively
•Agree procedures and service standards with insurers and monitor their performance against them, taking action as necessary
•Review and update procedure manuals/ maps
•Ensure compliance with FSA regulations
•Ensure appropriate and correct documentation is issued to clients within agreed SLA/Company procedure guides
•Ensure all broking staff use / maintain the system & that all records are complete and up to date
•Work towards achievement of the company’s strategic plans
•Review MI to ensure broking team are handling renewals, tenders and client servicing effectively and efficiently, in line with service levels detailed in the Client SLA, insurer DA agreements and Company procedures. Report to Client Services Director and Director of Regulation & Central Services weekly, and other management and executive teams and the Board as required
•Carry out regular client file and desk audits, reporting on finding to Client Services Director and Director of Regulation & Central Services monthly


Technical


•Gain and maintain a full understanding of all areas of the Company’s operations.
•Help develop account management and broking strategies & continuously improve the service provided by the account management team both internally & externally
•Obtain and maintain a high level of technical knowledge
•Retain up to date account management and broking thinking and ensure that the account management team maintains appropriate knowledge in such matters
•Record, monitor and deal with all complaints in accordance with the Company’s Complaints Procedures. Report to Director of Governance & Central Services on progress, trends and general handling monthly and any other management team or Board as requested


People Management


•Responsible for management of the day to day performance of the account management team
•Continually review and maintain high levels of performance of staff for whom you are responsible including formal quarterly performance reviews
•Ensure each member of the account management team has a development plan identifying training and development needs. Ensure these are fulfilled in conjunction with the HR Manager
•Review and monitor portfolios within the account management team to ensure consistency of workload and appropriate levels of expertise on each account
•Responsible for ensuring staffing requirements are determined, agreed and completed in line with business requirements


Technical Skills Required


•Excellent general knowledge of the insurance business
•Excellent knowledge of insurance principles, covers and wordings
•Good knowledge of the social housing sector
•Excellent negotiation and broking skills
•Complete knowledge and understanding of FSA requirements and other compliance matters
•Excellent communication skills
•Awareness of HR Processes and Procedures
•Excellent man-management & leadership skills
•Good report writing skills
•High level of numeracy and literacy
•Good level of PC skills (including MS Outlook, Word, Excel)


Other Skills Required


•Focused on continuous improvement
•Team worker
•Organised and achievement focused
•Self motivated
•Good attention to detail
•Ability to manage own time and prioritise workloads
•Decision making skills


Key Performance Indicators

Adherence to client SLA and programme timetable
•Adherence to all compliance and FSA standards
•Management of the account management team to ensure targets are achieved
•Specific targets and budgets achieved
•Development and implementation of MI reports/ internal audits
•Customers rate the Company’s account management service as “good” or better in surveys