Team Leader – Global Benefits Management

Overview

In this role you lead and develop a high-performing GBM account management team in London, owning a portfolio of multinational client relationships. You ensure client satisfaction, retention and growth, drive operational excellence, and coach your people to continuously improve. You act as the escalation point for complex issues and partner with sales and product teams to deliver client value. The position offers hybrid working with three days in the office and opportunities to shape client outcomes and capabilities.

Pay / Benefits

• professional development opportunities
• supportive leaders
• vibrant and inclusive culture
• career opportunities
• benefits and rewards to enhance well-being
• hybrid work flexibility

Responsibilities

• Lead, coach and develop Account Managers / Account Specialists; set objectives and development plans
• Monitor GBM fundamentals, quality standards and key processes (e.g., JIRA, Confluence, CRM) to drive performance
• Recruit, onboard and retain talent; nurture high-potential team members
• Manage a portfolio of strategic clients; own end-to-end relationships, ensuring satisfaction, delivery quality and renewal/retention
• Serve as escalation point for client issues and facilitate cross-functional resolution with senior stakeholders
• Lead business reviews and strategy meetings; present insights and recommendations
• Drive revenue through retention, upsell and cross-sell; support pipeline conversion with Sales and Product
• Support rebids and RFP responses for accounts
• Use data-driven client health measures to identify risks and opportunities
• Build trusted relationships with senior client stakeholders and internal partners
• Act as visible leader in client meetings, industry events and internal forums

Key requirements

• Experience managing a portfolio of accounts, preferably multinational
• Line-management and development of teams (3–5 direct reports preferred)
• Strong track record in client retention, account growth and strategic reviews
• Excellent stakeholder management and senior client relationship experience
• Strong communication and presentation skills; ability to influence at executive level
• Operationally strong with systems (MPower, knowledge bases)
• Commercial mindset, pragmatic problem-solving and negotiation skills
• Resilient, hands-on leader who leads by example
• Degree level education or equivalent experience

• Stakeholder management
• People development and coaching
• Strong communication and influencing at executive level
• JIRA
• Confluence
• CRM

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