Job Description
The Old Mutual Group have an exciting opportunity for an IPMI Client Relationship Account Manager. In this role you’ll drive the retention of a multi segment book of business through an assigned portfolio of Intermediaries and Group Secretaries, building relationships, retaining business, and helping to drive portfolio growth. If you have strong relationship skills within a sales/account management setting as well as the drive to achieve great results, we’d love to hear from you!
What you’ll be doing:
- Manage renewals ensuring groups and individuals are contacted before renewal, identifying opportunities to cross-sell/upsell and providing all information to ensure retention.
- Portfolio management and intermediary relationship management: Encourage further growth of broker book.
- Keep abreast of developments to team processes, international products, protocols, and competitor information and ensure the relevant information is cascaded throughout the broker channel and their feedback is shared with the appropriate departments to drive product and service developments.
- Collaborate pro-actively with internal teams, including Marketing, Global Client Services, Commercial and Underwriting etc. to ensure that the customer journey is streamlined, and we act as “one business”.
- Contribute to the preparation of the team’s monthly report by recording latest wins, conversion rates, status of outstanding quotes and progress against target and regional insights and opportunity recognition through Salesforce.
- Keep abreast of developments to both international product offerings (e.g. benefit revisions, rule changes) and new protocols (e.g. eligibility).
- Support team members in periods of absence and areas as and when the business needs require.
What we’re looking for:
- Strong IPMI market knowledge essential.
- Good knowledge of the range of health insurance products available both from AXA and in the marketplace.
- Customer focused with strong questioning and listening skills, coupled with excellent communication skills, both verbal and written.
- Strong influencing and negotiation skills.
- Energetic, driven, motivated, focused.
- Good relationship building skills with internal teams.
- Good experience in a fast paced, customer focused environment.
- Up to date system, process and protocol knowledge.
- Appreciation of administrative support process.
- As a precondition of employment for this role, you must be eligible and authorized to work in Keny
Supervise a team of customer service representatives, maintains proactive relationships with key customers and internal stakeholders on a regular basis, and serves as an expert in handling complex queries.
Responsibilities
Product/Service Information
Provide advanced product/service information and respond to complex customer questions about the product/service.
Customer Order Processing
Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
Resolving Customer Issues
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Customer Relationship Development / Prospecting
Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.
Customer Needs Clarification
Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.
Renewals
Help drive customer renewals through exceptional service, supporting the sales teams as required.
Customer Relationship Management (CRM) Data
Monitor team members’ use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
Operational Compliance
Identify, within the team, instances of noncompliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
Performance Management
Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.
Operations Management
Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
Skills
Backlog Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Executing Plans, Sales Data Management, Strengthening Customer Relationships, Upselling
Competencies
Action Oriented
Collaborates
Communicates Effectively
Customer Focus
Decision Quality
Directs Work
Drives Results
Instills Trust
Education
Bachelor of Commerce (BCom)
Closing Date
06 March 2025 , 23:59
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