The Senior Executive Manager - Corporate Relationship Management (Key
Accounts) will manage a unit of maximum 3 Relationship executives and two
relationship agents that has a self and team client base up to 100,000 members
and revenue of close to 150 Million to maintain 80% retention rate in order to
achieve profitability within Bupa Arabia Strategy and values.
Consistently achieve retention as per AOP
* Building, maintaining and enhancing relationship with clients to develop long-term satisfaction
* Supervise the portfolio of their team and ensure retention is achieved as per AOP
* Analyze business problems, create effective solutions, and exercise good judgement
* Use proactive communication and effectively seek a resolution for a bad experience
* Present Service Presentation
* Visiting clients with their teams
* Conduct client web training for all Bupa Arabia online services including membership training
* Provide Focus Group for clients through delivering interactive session for audience response to acquire feedback, towards our product and services
Maintain a positive contribution in profits to the overall revenue
* Renew with the proposed prices (increase) to ensure we have a positive contribution
* Manage and Monitor Loss Ratio during the year by monitoring FUR (Frequent user report) and MIS (Management information system) and raise alerts to clients. Discuss the MIS and FUR in details and present it in the form of presentation
* Propose (different possible solutions) (product change) that can offer price relief to clients and improve value proposition
* Analyze and understand commercial and technical results to negotiate with clients price increase
Sales & CRM Administration
* Manage the entire sales process in line with the sales strategy and in strict adherence to the defined stages of the sales pipeline.
* Ensure full compliance with all internal processes including accurate and timely maintenance of CRM records (SAGE)
* Liaise with other internal departments as required to ensure smooth running of all interactions that the customer has
* Provide accurate reports and forecasts on activity and sales performance as and when required by management
* Support in ad-hoc projects assigned
Understand Market and Competitor activity
* Maintain customer interaction and other applicable sources like SAMA (Saudi Arabian Monetary Agency) and CCHI (Corporate Council for health insurance)
* Go online regularly to SAMA and CCHI and stay up to date about market updates and PMI industry
* Look at competitor's websites to compare against ours and identify gaps
* Follow SAMA and CCHI rules and regulation
* Understand Trends and market evolution
Relationship /Communication / People Management
* Build effective relationships both within and outside the department
* Seek input from and maintain effective ongoing communication with others
* Manage conflict to ensure least disruption to organization
* Update clients on promotions, and new products
* Coaching and mentoring of their teams
* Be role model for subordinates, set the example
* Manage relationship agents and executives
* Build a service-oriented mindset among the team
* Promote a healthy teamwork environment
Compliance
* Comply 100% with the rules and regulation of SAMA and CCHI
* Update clients with all changes in the PMI (Private Medical Industry) industry rules, regulations and product
* Comply with company internal rules and regulation
* Prepare client agreements and KYC (Know your customer) and make sure they are signed and stamped from client and properly handed over to sales operation team for archiving and auditing
* Be IFCE certified (Insurance Foundation Certification Exam
Manage Debtor Book of the Portfolio
* 100% compliance with Bupa Arabia credit control policy
* Print Debtor report on weekly basis to ensure appropriate planning for unpaid debt to avoid suspension
* Manage the debtor report of the relationship agent / executive
* Ensure premiums are collected and support collection team in communication with clients
* Align customer financial position with collection team and Finance
Education
* University Degree
Years of Experience
* A minimum of 7 years' sales experience
Skills Required (Technical/Managerial)
* Field Experience is a must
* Verbal and written Communication skills
* Experienced in managing a team