Organization:
One of the Leading Insurance Companies in the Region.
Job Title:
Senior Manager – Strategic Accounts Management – Medical and Life
JOB PURPOSE:
The job holder is responsible for acting as the customer relationship owner of the identified The Organization's Strategic accounts. The job holder enhances the relationship with our customers to define their Organization's experience. This individual will educate customers on our product and service offerings, set clear expectations for deliverables, and deliver pro-active customer service. This role covers relationships with external customers and internal resources and manages all elements of the relationship process. The expectation of the Senior Manager - Strategic Accounts Management is to oversee the successful execution of the engagements for The Organization's customers in an oversight role. This requirement is a critical differentiator for The Organization and will require consistent involvement with engagements to assure they are successful.
STRATEGIC RESPONSIBILITIES:
Strategic Activities:
- Support the SVP SAM and participate in the development of The Organization's Strategic Policies and Objectives in line with the vision, mission and business objectives of the company and changing market dynamics.
- Design and execute new Business in Medical and Life insurance lines, cross-sell and upsell campaigns to maximize revenue generation opportunities
- Foster a positive working relationship with assigned accounts.
- Represent the clients’ needs and be their voice in all internal process improvement-related initiatives
- Act as a consultant to clients to ensure a well-thought out and high functioning program that delivers a solid ROI to the client and Organization
- Resolve client issues, propose solutions; and escalate to the appropriate person to the point of resolution.
- Document, monitor, and audit records of customer interactions and issues, complaints, comments, and all associated internal actions taken and/or information provided.
- Collaborate with other departments to ensure 100% customer satisfaction experience from services delivered to customer;
- The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.
Underwriting Activities:
- Review submissions and tenders (Medical and Life insurance lines).
- Provide Underwriting support to Operations / Claims / Business Development departments.
- Communication with clients for any query on underwriting.
- Gather market intelligence regarding competition activity and new trends.
- Conduct claims analysis as and when requested.
- Retention of renewals
Policies, Processes and procedures:
- Ensures the implementation of the policies, processes, procedures, controls and guidelines for the Strategic Account Management Department reporting to him so that all relevant procedural/ legislative requirements are fulfilled in accordance with global best practices within the insurance sector while delivering a quality, cost-effective service to customers.
OPERATIONAL RESPONSIBILITIES:
Performance Management:
- In coordination with the SVP, direct the development of SMART Objectives, performance standards and objectives of the Strategic Account Management Department to ensure that business performance can be measured against such standards and objectives.
- Direct the development of the concerned department’s performance reports in line with international standards in order to keep the decision makers informed about business performance and the financial health of the company and related subsidiaries.
Leadership:
- Ensure the effective achievement of Strategic Account Management Department’s objectives by providing leadership, determining effective departmental structure, setting individual objectives, managing performance, developing and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance.
- Assess the long term development needs of the department and ensure that internal and external resources are available that are capable of delivering high quality services and service levels that meet increasingly demanding customer expectations.
External Relationship Management and Networking:
- Develop a strong and effective network across industry to explore and exploit future business opportunities while personally attending to major customers, providing them with complete support and promoting The Organization's image as a leading insurance company in the region.
- Manage the relevant relationship with brokers, sales agents, other intermediaries and service providers, negotiate as required to achieve favorable agreements.
Continuous Improvement:
- In coordination with the SVP- SAM, lead and direct the continuous review and improvement of practices for the Strategic Account Management departments reporting to him taking into account ‘international best practice’, changes in international standards and changes in the business environment.
- Based on feedback received or analysis of trends and behaviors of customers, direct the review of overall Strategic Account Management practices in order to improve delivery of customer satisfaction.
- Maintain understanding of competitors products in each market segment.
Reports:
- Preparation of periodical progress reports for the concerned Strategic Account Management Department, to keep top management informed about the progress of various initiatives and to facilitate decision making.
PEOPLE MANAGEMENT RESPONSIBILITIES:
- Champion the process of effective divisional leadership to manage direct reports’ recruitment, development, and overall performance and raise their awareness towards the mission, vision, strategy and values to ensure Divisional Objectives are achieved further contributing towards the success of The Organization.
FRAMEWORKS, BOUNDARIES & DECISION-MAKING AUTHORITY:
- The jobholder is expected to draw up plans, lead the development of divisional strategies, and oversee their implementation.
- The jobholder is responsible for directing the division/s within The Organization and leading the development of performance indicators and standards for the divisional employees in line with company objectives.
- Key decisions having significant impact on the division are referred to the CEO / Board of Directors (relevant board committee) for approval before implementation.
- The jobholder exercises financial authority as per the level established in the financial authority matrix within The Organization.
KEY WORKING RELATIONSHIPS:
INTERNAL RELATIONSHIPS:
- CEO, Executive Team Members
- EVP – UW & SAM
- SVP - SAM
- Interfaces with heads of other departments; Regular interaction with his team
EXTERNAL RELATIONSHIPS:
- Banks, Brokers, External service providers
- All major clients and other clients as required
QUALIFICATIONS, RELEVANT CERTIFICATIONS & EXPERIENCE:
QUALIFICATIONS: Bachelor’s Degree in relevant field
RELEVANT CERTIFICATIONS:
- Preferred Professional certifications: Associate or Diploma in Charted Insurance Institute (Dip CII or ACII).
YEARS & NATURE OF EXPERIENCE: 10 to 15 to years of relevant experience
LANGUAGE REQUIREMENTS: Full Professional Proficiency in English and Arabic language
