Analyst Hub Manager, IAS

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture,
you belong here.

Lockton is currently seeking a results-oriented Analyst HUB Manager to join the Integrated Absence Solutions (IAS) team. This role is responsible for leading the development and management of the IAS Analyst Hub with the support of the Practice Leader and Core Segment Leader. The ideal candidate will demonstrate a high level of business acumen, thrive in a fast-paced environment, and constantly strive to enhance the overall client experience.

• Successfully manage a team of IAS Analysts and Senior Analysts
• Will assist with the management of third-party vendors (Resource Pro)
• Structure the activities of the Analyst Hub associates to support the requirements of the client service teams (annual activities, project deliverables, etc.)
• Design and implement standard processes and procedures that create efficiencies in the Practice’s service model and utilize Lockton’s technology and support services
• Develop an Analyst training program that provides Analysts the skills to perform in their role and learning opportunities that result in career growth within the IAS team
• Design an internal Service Level Agreement for the Analyst Hub’s activities to ensure client service teams have clear expectations on deliverables and timelines
• Develop a capacity planning methodology and apply system-based metrics to determine when associates have or are at capacity, require development, and additional hiring is needed
• Establish quality control protocols including peer review processes and use the outcomes to identify training needs
• Design reports and dashboards utilizing the practice’s technology that communicate the current state of the team, issues, and requirements to leadership
• Partner with regional client service team leads to understand and plan for their pipeline and obtain feedback on existing processes and procedures and Associate performance
• Develop and implement remediation plans to address regional client service team lead feedback and concerns
• Provide input to the design of technology and the use of third-party vendors to ensure continuous improvement and adoption of these resources
• Engage with Human Resources to hire new analyst positions as required and ensure their successful onboarding

• Minimum of 5 years of consulting and/or brokerage experience in life, disability, and absence management and operations space
• Strong knowledge of global human resources benefits and practices
• Ability to lead and manage teams in a dynamic and client focused environment with various stakeholders and needs
• Ability to train and develop Associates who are new to an industry
• Demonstrate deep knowledge of Lockton’s service delivery model within IAS
• Design and implement processes and procedures that deliver organizational efficiencies and create clear expectations among stakeholders
• Functional experience creating and delivering client services and experiences with Salesforce or similar CRM
• Ability to successfully build relationships with stakeholders across the organization to manage team capacity and improve work products and services
• Experience developing relationships with third party vendors
• Excellent organizational skills and the ability to manage multiple projects simultaneously with strong attention to detail
• Strong analytical skills, both quantitative and qualitative, and Excel skills and the ability to use data as a tool to deliver a story
• Excellent organization, interpersonal, verbal, and written communication skills
• Ability to think intuitively, assertively, and creatively and solve for complex situations
• Required Insurance licenses (Health, Life and Annuities License) or ability to become licensed
• Excellent Microsoft suite skills (Excel,…