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.

Key Deliverables:

• Manage renewals ensuring SME groups 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).

Manages a small to medium-sized team of advisors to develop, maintain, and leverage relationships with prospective and existing clients to stimulate and manage demand for financial products and services.

Responsibilities

Leadership and Direction

Communicate the local action plan; explain how this relates to the function’s strategy and action plan and to the broader organization’s mission and vision; motivate people to achieve local business goals.

Customer Relationship Management / Account Management

• Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

Sell Customer Propositions

• Use personal expertise to identify the complex standard products and/or services offered by the organization that meet the customer’s needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer’s agreement.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

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.

Promoting Customer Focus

• Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.

Key Account Management

• Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer inquiries while helping senior colleagues manage and maintain customer relationships.

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.

Budgeting

• Track budgets and report variances to more senior colleagues.

Organizational Capability Building

• Provide coaching to team members to develop their skills.

Skills

Building Trust, Change Management, Client Needs Assessments, Commercial Acumen, Consultative Selling, Customer-Focused, Customer Service, Customer Understanding, Direct Selling, Executing Plans, Identifying Customer Needs, Identifying Sales Opportunities, Sales Software, Strengthening Customer Relationships, Upselling

Competencies

• Builds Networks
• Business Insight
• Collaborates
• Communicates Effectively
• Customer Focus
• Demonstrates Self-Awarenes
• Develops Talent
• Drives Results

Education

• Bachelor Of Business Studies