Support Team Manager

**Support Team Manager**
To supervise the day to day running of the Employee Benefits Support Team in our Birmingham hub. Responsible for the performance, development, and motivation of the team, ensuring that back-office administration tasks and advisor support is processed/delivered promptly and accurately. Assist the Operations Team with operational matters as required, and to ensure processes and procedures are being adhered to across both the Support and Consultancy teams.

**Responsibilities**:
To provide clear and effective supervision to the EB Support Team, to ensure all business submissions, back-office administration and support is processed / delivered promptly and accurately.

**Measures**:

- EB Support effectively supervised with work prioritised and distributed effectively resulting in all tasks completed correctly, efficiently and in line with all regulatory guidelines and internal service standards. Working closely with the Croydon Support Team Manager to ensure consistency across locations.
- Team KPIs, Service Standards and Targets achieved and exceeded where possible.Ensure the team provide full administrative support to the EB Consultants engaging with Third Party Providers and Internal/External Business Partners to deliver business targetsAll administration is carried out in accordance with the service level agreements and documented procedures.
- Own and team knowledge of Third Party Provider propositions are up to date with regular attendance to webinars and seminars.Responsible for all team motivation, work allocation, performance and recruitment. Also taking full accountability for the teams' on-going training and development.All staff trained and developed with required levels of performance, turnover and absenteeism met. All staff up to date with regulatory and CPD mandatory training requirements.
- Systems regularly reviewed to ensure that work is being completed within service standards. Work levels monitored throughout each day and effectively allocated / reallocated as required. Ongoing maintenance of the team allocation spreadsheet and changes made pro-actively to ensure resource is evenly distributed. Communication with Consulting to ensure allocation changes are in line with client requirements.
- Individual KPI levels set, monitored and improved via monthly 1-2-1's and annual appraisals.
- All staff performance issues suitably managed.Assist in the improvement of department procedures and business processes as required by the Head of Operations. Addressing any variation from appropriate procedures and service levels.Effective procedures in place that are regularly reviewed; improved and kept up to date for all standard work processes. All variation from standard operating procedures reported and effectively managed
- Complete ongoing compliance and quality checks in line with internal policiesPromote a culture of excellent customer service, team performance and continuous improvement.A culture of excellent customer service and continuous improvement embedded in the team, leading to demonstrable improvements in EB Administration processes and customer feedback.
- All performance KPIs are achieved and exceeded where possible with work backlogs minimised and response times monitored and improvedProvide administrative support to clients and EB Consultants when resource is required for Group Risk, Healthcare and/or Pensions. Assist the team members with complex case work; deploying industry & product knowledge to assist all customers and be responsible for dealing with and resolving complaints.Team members suitably supported with more complex case work including peer review (demonstrating technical knowledge beyond the capabilities of the team) and complaint levels monitored, and action taken to improve any deficiencies highlighted as a result.

**Experience**:

- Relevant industry qualifications or willingness to study towards
- At least 5 years' industry experience
- Technical knowledge of Group Risk, Healthcare and/or Pensions
- Proficient in Word and Excel

**As well as a competitive salary we offer the following benefits -**
- Competitive holiday allowance with the annual option to buy additional days
- Death in Service benefit of x4 salary
- Company pension scheme
- Very generous maternity and paternity leave packages
- A flexible benefits package which allows you to add additional benefits to your overall package
- Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- Referral schemes
- Discounted rates on PIB products
- We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
- If supporting the local community, engaging with charities and having the opportunity to 'give something back' interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
- We also offer a wide range of discounts including a kids pass - giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
- PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
- PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB's carbon footprint.

REF-207330