Operations Administrator

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

• Provide comprehensive administrative support across the Operations function, ensuring activities are completed accurately, efficiently and within agreed timescales.
• Manage operational workflows and allocated tasks, prioritising activities appropriately to support business and client requirements.
• Support the delivery of client services by coordinating documentation, information, appointments and other operational requirements.
• Maintain a high standard of accuracy and attention to detail across all administrative activities.
• Escalate delays, risks, errors or service issues to the appropriate colleague or Operations Manager promptly.
• Provide flexible administrative support across the wider Risk Advisory business where operational requirements demand it.
• Work collaboratively with colleagues across Operations and the wider Risk Advisory business.

• Prepare, review, format and issue client documentation, ensuring accuracy, consistency and adherence to organisational standards.

• Ensure documentation and operational activities are completed within agreed SLA timeframes.

• Support the fulfilment of client contracts by monitoring deliverables, deadlines and service commitments.

• Maintain appropriate records of completed activities to provide a clear audit trail and support contract reporting.

• Support the delivery of client programmes, visits and other operational activities as required.

• Manage incoming calls, emails and operational enquiries professionally and efficiently.
• Act as an effective first point of contact for clients, suppliers and internal colleagues, ensuring enquiries are resolved or directed to the appropriate person.
• Monitor relevant shared mailboxes and communication channels, ensuring requests are actioned within agreed service levels.
• Log, track and process sales enquiries and leads, ensuring accurate information is captured and in accordance with agreed processes and data-quality requirements.
• Maintain accurate and up-to-date client, supplier and operational records across CRM, workflow systems, databases and other business platforms.
• Update client portals with relevant information, documentation and status changes.Identify missing, incomplete or inaccurate information and take appropriate action to resolve discrepancies.
• Support the preparation of operational information and data required for management reporting and performance monitoring.

• Manage designated Risk Advisory diaries, coordinating meetings, appointments, visits and other operational activities, taking account of client requirements, colleague availability, location, travel and operational priorities.
• Support efficient resource utilisation by maintaining accurate scheduling information and highlighting potential capacity or scheduling conflicts. 

• Process invoices accurately and within agreed timescales.
• Maintain accurate bordereaux and financial records to support reporting and reconciliation.
• Track payments and other relevant financial information, escalating discrepancies or overdue actions where appropriate and work with relevant colleagues to resolve invoicing or financial administration queries.
• Verify insurance premiums and associated information to ensure data has been recorded and processed correctly. 

• Maintain accurate supplier records, documentation and contact information.
• Support the monitoring of supplier activities and agreed service requirements.
• Escalate supplier issues, delays or service concerns through the appropriate channels. 

• Follow established operational policies, procedures and controls to support regulatory, governance and business requirements.
• Identify operational errors, risks or process failures and escalate these promptly.
• Complete operational checks and quality-control activities as required. 

• Contribute to the ongoing improvement of operational processes and service delivery.
• Identify inefficient, repetitive or manual processes and raise opportunities for improvement or automation.
• Participate positively in the implementation of new systems, processes and ways of working. 

The above is not intended to be an exhaustive list of duties. The postholder may be required to undertake other reasonable activities within the scope of the role to support the effective operation of Howden Risk Advisory and the wider team.

Travel may occasionally be required, and flexibility outside normal working hours may be necessary from time to time to meet business and client requirements.

Success in the role will be demonstrated through:

• Achievement of agreed individual and team SLAs and KPIs.
• Accurate and timely completion of operational activities.
• High standards of client documentation and data quality.
• Effective management of enquiries and operational workflows.
• Accurate invoicing, bordereaux and premium administration.
• Successful support of client contract requirements and deliverables.
• Compliance with operational processes, policies and controls.
• Low levels of avoidable errors and effective resolution of identified issues.
• Contribution to process improvements and increased operational efficiency.
• Effective collaboration across the Operations team and wider business.
• Demonstrating ownership, accountability and a proactive approach to workload.

• Administration & Organisation - Strong administrative and organisational skills, with the ability to manage multiple tasks, priorities and deadlines effectively.

• Attention to Detail - A high level of accuracy when processing information, reviewing documentation, maintaining records and completing financial or system-based activities.

• Client Service - A professional and service-focused approach, with an understanding of the importance of delivering a consistently positive client experience.

• Communication - Strong written and verbal communication skills, with the ability to communicate confidently and professionally with clients, suppliers and colleagues at all levels.

• Systems & Technology - Confident using Microsoft Office and able to work effectively with CRM, workflow and other business systems whilst displaying willingness and ability to learn new technologies and processes.

• Data & Record Management - Ability to maintain accurate data, records and documentation and understand the importance of data quality and appropriate record keeping.

• Prioritisation & Time Management - Ability to organise workload effectively, meet deadlines and adapt priorities in response to changing business requirements.

• Problem Solving - Able to identify issues, investigate straightforward discrepancies and take appropriate action or escalate where necessary.

• Teamwork - A collaborative approach with a willingness to support colleagues and contribute to shared team objectives.

• Continuous Improvement - An improvement-focused mindset, with a willingness to challenge inefficient processes constructively and suggest better ways of working.

• Commercial & Business Awareness - Understanding that accurate and timely operational administration contributes directly to client satisfaction, contract delivery, financial performance and business growth.

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.