• Risk & Healthcare Broking Team Manager (US hours)

    Requisition ID 2467226
    Job Family PL-Krakow
  • Posting Description

    US Risk & Healthcare Broking Team Manager (US working hours: 1:30 pm-10:00pm)

    Service Delivery:

    • Organize and monitor current operations so that the team meets our Service Level Agreements (SLAs) and follows the agreed process
    • Assign tasks / workflows to team members and manage workloads
    • Use active & visual management to make sure that business requirements, SLAs and quality measures are understood by the team and are the focus of their daily work
    • Delegate work in a way that ensures that all colleagues have a clear understanding of their tasks, responsibilities, client requirements and priorities
    • Measure the level of internal client satisfaction, taking corrective action where necessary
    • Check work from other team members, including regular spot checks to ensure quality is high
    • Work closely with the US and India teams to ensure that all work is carried out in a timely manner and to a high standard
    • Carry out administration tasks through the use of TBS workflows to ensure tasks are completed
    • Feeding back suggestions and improvements in working processes to the US
    • Ensure that processes are documented and that knowledge is captured, documented and shared within the team
    • Put a system in place to train new hires / less experienced team members in the team's processes and tools
    • Provide support for the team members in communicating issues to other teams and ensuring timely resolution
    • Respond to and remove any issues that negatively impact the team's ability to work efficiently, e.g. IT issues, communication breakdowns
    • Ensure that the team is aware of and can respond to risks that may impact service delivery
    • Ensure that team members record their working time accurately

    Change Management:

    • Analyze data on the output of the team's work and identify issues or trends connected to errors, time-consuming tasks, under or over capacity
    • Engage the team in identifying processes, tools and documentation that can be improved, and encourage team members to suggest and implement ways to enhance service delivery
    • Develop a culture of continuous improvement within the team
    • Coordinate any projects that impacts your team, ensuring that the project delivers the required result
    • If required, manage the transition of work to your team

    People Management:

    • Initiate and participate in recruitment processes to fill any team vacancies
    • Make rounded hiring decisions by checking that candidates have the right level of motivation, competence, technical know-how and communication skills to be valuable members of the team
    • Set performance goals for colleagues based on the SMART model and make sure that they are recorded in the Talent and Reward System (TRS)
    • Keep track of colleague performance and intervene appropriately if and when performance does not meet expectations. Keep records in TRS of colleagues’ performance
    • Hold monthly 121s with your colleagues to review performance, discuss issues, share feedback, discuss progress towards goals, plan upcoming actions and appreciate colleague’s efforts
    • Evaluate and rate colleagues' performance at the end of each year, ensuring they receive accurate written feedback
    • Make use of a development map to assess a colleague's current skill level
    • Assign the colleague to work shadowing, self-study or training to resolve any skill gaps
    • Hold a development conversation with colleagues about their career aspirations and agree long-term development goals and activities that will help the colleague move their career forward. Make sure these goals are recorded and tracked in the Development Plan in TRS
    • Assign development activities for colleague based on the 70-20-10 model. Make sure that these activities are recorded in the Talent Profile > Development section of TRS
    • Maintain the 'talent status' of colleagues in the TRS tool, making sure your manager is aware of key talents within your team. Work with your manager / Talent Development to ensure that key talents have an appropriate development plan
    • Prepare, regularly review and update succession plans for the team
    • Manage absences in the team in accordance with work volume and HR policy
    • Promote a pro-active and responsible culture within the team based on professional standards of behavior
    • Take action to integrate the team and make sure that any internal conflicts are resolved
    • Manage the flow of communication within the team, ensuring that information is cascaded effectively to the team
    • Monitor the level of engagement within your team and take action to increase it
    • Recognize colleagues for their contributions and accomplishments
    • Manage the team including offering regular help and support to team members


    • University degree or equivalent (specialization in accounting / economics/finance/administration would be an asset)
    • At least 1 year of experience in managing group of 5 - 10 people
    • Experience in managing projects would be an asset
    • English level: C1 or higher
    • Knowledge of local policies concerning HR, security, IS, health & safety, business continuity
    • Ability to promote a spirit of shared responsibility within the team
    • Proven ability to manage multiple tasks at a time while paying strict attention to details
    • Good knowledge of Aon tools and systems used in daily processing
    • Understanding of basic business and financial principles
    • In-depth knowledge of Healthcare processes and procedures
    • Very good command of MS Office tools (especially Excel)
    • Ability to make decisions and improvements based on metrics
    • Strong problem solving skills
    • Excellent interpersonal skills
    • Ability to communicate difficult messages
    • Excellent written and oral communication skills
    • Ability to work and communicate in the culturally diverse team
    • Understanding of  improvement and quality tools
    • Good knowledge of change management techniques
    • Basic knowledge of project management principles
    • Strong ability to delegate tasks and execute results
    • Very good organizational & time management skills
    • Ability to deal with stress and tight deadlines
    • Spotless record and strong ethos

    We offer:

    • The best medical cover on the market with free dental care
    • Generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
    • Stability of employment and permanent contract after trial period
    • Brand new office supporting collaboration, flexibility and activity based working
    • Internal career opportunities and individual development plan
    • Unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
    • Lots of social events, charity actions and opportunities to integrate with colleagues

    Please attach CV in English only.



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