Operations Consultant

**RESPONSIBILITIES**

**Risk Management & Analysis**

Gather, monitor and analyze risk data and recommend further investigation. Involves using established risk management models, systems and protocols and working under direction. Continuously review risk management and processes to ensure quality for business.

**Client & Customer Management**

Help senior colleagues manage client and customer relationships by using relevant sales or client systems.

Facilities. Manage New Business and processes and ensure that risks are eliminated including dealing with binder holders and outsourced partners. Call clients with regards to distressed policies. Build and maintain a Risk Management and monitoring process of new and existing Brokers. Assist in broker debt management.

**Stakeholder Engagement**

Effectively build and maintain relationships with both internal and external stakeholders and partners. Ensure effective service delivery to meet stakeholders needs within specified SLA’s. Assist with the retention's processes and work with the Retention's Team. Ad hoc project support within channel (marketing, events etc.).

**Administration**

Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Tasks could include purchasing materials, entering budgetary information, time and expense recording and similar.

Assist in setting up and maintaining administration processes. Effectively manage the channels complaints processes. Process invoices and pay weekly Broker commissions.

**Document and Data Management**

Responsible for populating standard contracts, letter and communication to external partners and clients.

Populate weekly Dash board for the channel. Scan and file Broker contracts. Assist with compiling presentations

**Data Collection & Analysis**

Collate and analyzing information for management and reporting.

**Work Scheduling and Allocation**

Organize own work schedule in order to get the job done. Supervise junior administrators and assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

**Operational Compliance**

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

**Personal Capability Building**

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

**BEHAVIORAL COMPETENCIES**

**Ensures Accountability**

Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

**Customer Focus**

Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.

**Balances Stakeholders**

Anticipates and balances the needs of multiple stakeholders. For example, draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders; takes initiative to respond to stakeholder problems.

**Drives Results**

Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude

**Communicates Effectively**

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

**Optimizes Work Processes**

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pursues, explores, and develops ways to ensure own work is as effective as possible within all relevant processes.

Shares an analysis of process problems with stakeholders; discusses how to resolve the issue.

**Collaborates**

Builds partnerships and works collaboratively with others to meet shared objectives. For example, finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others

**Plans and Aligns**

Plans and prioritizes work to meet commitme