U.S. Medical Broking Team in Krakow closely cooperates with teams in India and the U.S.. The main goal of all teams involved in the process is to advise the client about the best group healthcare insurance offered by medical vendors.
The process starts when the Client Team in U.S., representing Aon’s client, contacts India and requests a marketing. Processes take place in a web-based system (TBS). The team in Krakow is responsible for building the RFP (Request For Proposal). Afterwards, the Krakow Team analyzes the documents received and starts to closely collaborate with a Consultant from the U.S. Team. The final product the Poland and US Teams’ is a presentation delivered to the Client Team, which includes readable data gained from the market.
Risk & Healthcare Broking Team Manager (US hours)
Kraków
Nr ref.: cc: 700311
(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
Requirements:
- 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