Our Client, an indigenous IT firm seeks the services of a Client Services Manager will beresponsible for managing the client life cycle as well as the business salesprocesses.
This position will drive all product and service innovation in orderto maintain a competitive advantage and also to meet or exceed sales goals.
This role requires business re-engineering skills as well as some understandingof insurance operating systems.
KEY RESPONSIBILITIES :
Identifybusiness opportunities from business intelligence and market knowledge
Developsales strategy and set corresponding sales targets
Continuallyeducate Origination team in marketing tactics that improve success rate
Manage,monitor and evaluate performance of the Origination team
Make sureOrigination team offers a timely and professional service
Keepabreast of activities of key players in the industry and maintain a competitiveadvantage
Maintainrelationship with key decision makers within identifiedinstitutions
Createproposals and make presentations to clients.
Set andperiodically update business process guide
Report ondepartmental activities to the executive management
2. CLIENT SERVICING& RETENTION
Manageprocess of developing marketing campaigns to meet client objectives
Liaisewith Sales Direct and Digital marketing teams to ensure delivery of all servicelevel commitments
Preparereport on all campaign activities for internal and external clients
Monitorpremium collection activities and payment lapse rates
Maintainprocess for after sales policy administration and supervise troubleshootingprocess
Manageand maintain a balance between insurer provisions vis-a-vis client needs
Monitorclient claims experience; insurer claims management as well as industry fraudexperience
Carry outperiodic customer satisfaction surveys and identify key success areas and shortcomings
Developstrategy and incentives to retain clients
Activelysearch for service gaps and proffer solutions
Highlightupselling, cross-selling, cycle-based selling opportunities for existingclients
Manage,monitor and evaluate performance of Accounts team
3. BUSINESSANALYTICS & PRODUCT INNOVATION
Analyseand report on data generated from BI software to inform recommendation for newproducts and services
Evaluateorganizational costs and suggest ways to improve operationalefficiency
Recommend,implement and monitor performance of business intelligence tools
Keepabreast of internal operational changes
Keepabreast of new technologies and new operational processes within theindustry
Regularlycarry out assessment of internal operational processes, identify problems andproffer solutions
Determinehow best to use and integrate the latest computer technologies.
Facilitate / implement any approved system / process changes
Test andassess effectiveness of system / process changes
Continuouslymonitor the performance of each campaign and recommend changes as and whenneeded in order to meet set targets
EDUCATION / EXPERIENCEREQUIREMENTS :
Bachelor’sdegree in marketing, insurance, management, or related field.
5 or moreyears relevant experience in a marketing and distribution role
Experienceworking in insurance sector is preferred.
Experienceimplementing digital marketing strategies in B2B and B2C salesenvironment
CERTIFICATIONS / LICENSUREREQUIREMENTS :
Officesuite software (including Microsoft Word, Excel, PowerPoint, and Outlook)
Customerrelationship management software
OTHER SKILLS :
Possessstrong insurance sales acumen
Abilityto secure clear direction and buy-in from business leadership and then maintainvisibility as strategy is executed
Abilityto take high-level vision and translate down to executable actions
Abilityto foster strong professional relationships and manage expectations withcustomers, distributors, department leaders, and fellow employees
Abilityto multi-task and thrive in an environment with shifting priorities andtime-sensitive deadlines
Strongsense of organisation and attention to detail are required
Strongverbal and written skills are required
Strongability to priorities and balance competing requests for support
Abilityto work independently once strategy and direction is identified, whilemaintaining strong visibility for the organisation
Strong analyticaland logical skills