Schemes Manager – Travel Insurance.

Role Overview:

The Schemes Manager will be responsible for the day-to-day operational management and
governance of a portfolio of insurance schemes. The role involves managing day-to-day scheme
administration, responding to insurance queries, maintaining high-quality records, data
management, account management activity and reviewing policy documentation. They will act as a
point of coordination between insurers, brokers, internal teams, operations, finance, compliance and
customer service teams to ensure schemes are well controlled and deliver positive customer
outcomes.

Key Responsibilities:

• Action all operational elements of assigned insurance schemes, ensuring processes are
efficient, compliant and consistently delivered.
• Respond to insurance queries/complaints and complex referrals from clients, scheme
members, brokers and insurers, providing clear, accurate and timely information.
• Manage monthly data ingestion and finance processes for some of the insurance schemes.
• Build relationships with scheme insurers, brokers and other third-party partners to build
loyalty and mutual respect.
• Coordinate and process scheme renewals in a timely manner.
• Ensure clear governance, oversight and documentation are in place for each scheme,
including controls, referral processes and escalation routes.
• Work with internal teams to improve customer journeys, reduce operational friction and
ensure schemes are easy to administer and service where relevant.
• Support the launch of new schemes, products or partner propositions, ensuring operational
readiness before go-live.
• Work with compliance and risk teams to ensure schemes meet regulatory requirements,
including FCA expectations, conduct risk, fair value and customer outcome standards.
• Maintain shared inboxes, workflow systems and administration trackers to ensure efficient
and complete management of scheme processes.

Essential Experience:

• Experience working within the insurance sector, ideally across schemes, delegated authority,
broker operations, underwriting operations, commercial insurance or specialist insurance
products – travel insurance in particular.
• Strong understanding of insurance administration processes, policy lifecycles, renewals,
referrals, claims touchpoints and customer service standards.
• Experience handling escalations, resolving service/product issues and coordinating activity
across multiple schemes.