The main responsibility of an International Account Manager at NFP is 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. Essential Duties and Responsibilities: • Gathering information – liaise with product providers, human resources, 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 • Understand client aims and objectives, requirements as per IDD to ensure recommendations are suitable, particular to each country • Client servicing – respond promptly to client enquiries, in line with agreed levels of service (usually 24 hours), regarding their existing arrangements, renewals and any changes in circumstances. Use a worklog or a similar programme to ensure that clients are fully informed as to progress • Client/Broker management – ensure the relationship between the client or broker is managed 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. Ensure all of the correct information is gathered for the call and that the AM and Consultant are fully prepared at request888 • Adhere to NFP Minimum Standards/Process Guides – work 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 correct file structure is adhered to on Egnyte so that documents and information are easily accessible • Updating system – keep 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 reviews and reports – 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 • Use Egnyte – to ensure that all client documentation is available in the correct place and is accessible by the client, and by MTBC colleagues in case of absence • Teamworking – work 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 – generate 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 • Compliance – ensuring that all activities are fully compliant and that your knowledge is up to date to protect client interests and NFP Benefits and on international compliance rules • Technical expertise – ensure 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 • Train and mentor 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 • Management Information – provide accurate and clear management information to the Management Team as required Compliance: • Comply with the Financial Services and Markets Act 2000 and the relevant FCA rules at all times • Comply with the relevant compliance, Treating Customers Fairly, Training & Competence and, financial crime (anti-money laundering, data security, anti-bribery, fraud and corruption) procedures of the firm at all times • Keep up to date with all relevant product, legislative and technical changes, as required • Follow appropriate ethical standards within the firm at all times Key competencies: Customer orientation – Display 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 communicator – Able to express themselves clearly and positively, both verbally and in written communication. Excellent listening skills, always checks administrative work. Excellent organiser – including time management and prioritization - Prioritises customer needs above all else. Manages own time effectively and able to manage the expectations of other stakeholders 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 ideas to the table. Education and/or Experience: • BA or BS degree preferred or equivalent experience Physical Demand: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision and distance vision. 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 dynamic, 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 solve • our People First culture, which illustrates our commitment 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 perk The great benefits we offer: Finances It’s important to know you’re paid fairly for the hard work you put in, which is why we complete regular reviews to keep your salary in line as you progress. Plus, we offer initiatives to support and give you financial peace of mind. • Matched employer pension contributions • Life Assurance and Group Income Protection • Lifestyle discounts for well-known brands Work-life balance We appreciate the importance of your life outside of work and the benefits of an effective work-life balance. That’s why our policies and culture respect your ability to be flexible, helping you be your best self both in and out of the office. • Opportunity for hybrid working • Generous annual leave allowance Health and wellbeing We firmly believe in supporting the whole person, not just the employee. At NFP, you have access to a number of initiatives and resources designed to support your physical and mental health and wellbeing. • Comprehensive Private healthcare • Healthcare cash plan • Additional days off throughout the year to focus on your wellbeing Charity and community work At NFP, your sense of purpose will stretch far beyond your job role. With numerous opportunities to support charities and local initiatives close to our heart, you’ll be able to join us in making a real difference. • Numerous charity fundraising challenges and events throughout the year • Opportunities to volunteer and give back to the community • Award-winning apprenticeship program, helping local schoolchildren take their first steps into the world of work Social It’s not all hard work; we also love to let our hair down. By providing plenty of opportunities to socialise with your colleagues throughout the year, we help ensure our people get on personally as well as professionally. • Two large employee events every year for summer and Christmas • Enjoy out-of-work events and socials to get to know your team better • Good office locations with plenty of opportunity to socialise outside of work Inclusion and belonging We’re proud holders of Insurance Business Magazine’s 5-Star Inclusion and Belonging Employer award. Through our dedicated Inclusion and Belonging committee, we hold educational events that foster a culture of curiosity, not judgement. • A dedicated Inclusion and Belonging Committee, supported by our Global Advisory Board • Inclusive policies and procedures to ensure all of our people are treated fairly • Access to Business Resource Groups that can support with multiple of key challenges NFP and You Better Together! NFP is an inclusive Equal Employment Opportunity employer.