Client Experience Director - Wellbeing, Risk & Healthcare

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Client Experience Director - Wellbeing, Risk & Healthcare

This is an exciting role to join our rapidly growing Reward & Benefits team in a senior leadership role within our Wellbeing, Risk & Healthcare (WRH) practice. Our Reward & Benefits team plays a central role in Isio’s ambition to broaden our offering beyond pensions and is a focus for investment and change for the business.

In addition to WRH, our Reward & Benefits business provides a range of services to our clients including benefit design, benefits technology, pensions and workplace savings advice and governance, and employee support (including financial coaching). Pulling these services together into integrated benefit support to our clients is at the heart of our proposition. You can read more about these services here: Reward and Benefits (isio.com)

We are looking for an experienced professional with a track record in client management, innovation and leadership to actively develop and manage our WRH client experience. You will have responsibility and autonomy for developing new processes and ways of working with clients, covering new technology, events and client touchpoints.

You will work closely with other experts within our Reward & Benefits team to support taking the best solutions to our high value corporate prospects and clients. You will share your managerial experience with the wider team so that we continue to innovate and deliver best in class service across the full Reward & Benefits spectrum.

We strive to provide a market-leading customer experience, and that’s driven by you. Our people share a common mindset that sets us apart. Our Directors are engaging and positive, adaptive and hardworking team-players, and they build trusted relationships with colleagues, clients and insurer partners.

Role and Responsibilities

• Developing and delivering a strategy to establish the Isio team as a key market participant with a reputation for innovation and excellence.
• Work with other team members to review and continuously enhance our client experience.
• Review the current approach to engaging with clients and develop new strategies to better interact with prospects and clients.
• Lead Quality Assurance processes and reviews to ensure we receive and respond to client feedback.
• Liaise with our benefits technology team and support of our state-of-the-art benefit platform solutions, where WRH input is required.
• Ensure the smooth on-boarding and implementation requirements of new clients.
• Assist your team to maintain high levels of client satisfaction.
• Effectively manage relationships with insurers, providers and partners to deliver high quality outcomes for clients, to support proposition development, and to maintain and strengthen Isio’s strategic partnerships.
• Incorporate new and updated systems within the team and input into the functionality.

Key Skills & Experience

• Experience in a senior client management role in the employee benefits field.
• Experience of wellbeing/risk/healthcare is preferred, but not essential for the right candidate.
• The ability to motivate and obtain the best from your team.
• The ability to give clear direction combined with an empathetic approach with your team members.
• A proven ability in meeting complex needs of different stakeholders in a fast paced environment with rapidly changing client requirements.
• Flexibility in your approach – all your team members will be individuals with their own strengths and goals, combining to provide a cohesive support service to our clients and the wider Isio business.
• Sustain positivity through challenging but rewarding projects.
• Isio values diversity and innovative thinking, so have confidence to challenge the status quo and put forward new ideas and new ways of doing things.
• Ability to enhance the working approach and environment for your team and the service clients receive.
• Have an understanding of procedures, SLA’s and what it takes to ensure your team can balance multiple client demands while continuing to deliver a quality and timely service.
• Demonstrate the ability to be consultative and pragmatic in team strategy and delivery.
• Excellent communication, and interpersonal skills, alongside excellent verbal and written English communication skills.

Demonstrated Commitment to our Core Purpose

• Power in Partnership: We work in partnership with our clients & each other – building open and trusted relationships. Working together allows us to deliver the best for our clients.
• Future Focus: We want to push our industry forward by solving problems in better ways that benefit both our clients & society.
• Strength in Difference: We work with diverse perspectives to find better solutions. Working with differences makes us stronger.
• People First: We recognise that pensions is a people business. People are the source of Isio’s expertise and it is people’s lives that we affect through our advice.

What we offer you

Isio is a people business, and we’re committed to helping our great colleagues gain a wide variety of experience, significant development opportunities and progression through the business. The variety of work that’ll be available to you will enable you to do this.

You can find out more about Isio and the benefits we offer here.

About Isio

Isio was ‘born’ in 2020 from the sale of KPMG UK’s Pension Practice to a private equity firm. An industry-leading challenger, we provide diverse expertise spanning Pensions, Investment, Benefits and Wealth to give clients an integrated experience.

Isio is built by challengers, innovators and forward-thinkers, grounded around a vision which strives to deliver greater financial confidence for everyone. We empower and develop those who join us – valuing curious minds and giving people the freedom to outperform. Known and respected for our agility, we harness specialist experience, bold thinking and the desire to push the boundaries of what we can achieve for our clients, from small to blue chip, public to private.

At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.

We have offices across the UK and many of our roles offer a hybrid, flexible approach to work to help create a work-life balance that works for you. Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates.

If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please email hrrecruitment@ISIO.com