Senior Client Relationship Manager

Purpose

To develop, manage, preserve and enhance the relationship and service provided to clients. To ensure delivery of an exemplary service and contribute towards expanded client revenue goals, including assisting in the acquisition of new business.

Key Tasks & Duties

• Corporate account handling as assigned by EB Director and/or Head of CRM
• Build relationships with client at various levels of decision makers, account management, act as main point of escalation, develop and execute renewal strategies along with EB Director and/or Head of CRM, ensure wellness proposition delivery .
• Understand clients benefit requirements and provide advice on insurers services, coverage and pricing.
• Provision of the day to day servicing of a client’s insurance program to support retention and development of the business. Expansion of services to the clients
• Ensure renewal timelines are met and market reviews undertaken and placed in advance of renewal.
• Identify the risk exposures and advise on insurance and risk management solutions in consultation with the Head of CRM and / or EB Director
• Ensure compliance requirements are fully met. Lockton client records well maintained.
• Ensure that clients understand the Lockton cash collection terms and monitor and resolve debtor queries in a timely manner to ensure prompt payment of premiums and fees.
• Review with appropriate Lockton associates at the earliest opportunity, any case under threat or where perceived vulnerable and implement, monitor and oversee a plan of action.
• Execute the Lockton value proposition for key clients (Claims review , Inductions., wellness proposition etc)
• Support consulting projects and development of new lines of business.( Explore Cross selling opportunities)
• Support colleagues in absence & support Head of CRM in training new team members & exhibit excellent team spirit
• Support with the new ideas or requirements to support development of new systems

Competencies

• Willingness and ability to continue to develop knowledge through formal and informal learning, both internal and external to the company.
• Knowledge of the resources available within Lockton and how to source such services. An understanding of the relevant classes of business.
• Ability to identify opportunities for business development.
• An understanding of Lockton cash collection processes including but not limited to general insurance accounting and client invoicing.
• An understanding of the general, legal principles of insurance.
• An Understanding of insurer rating methods for each class of insurance.
• An understanding of risk management concepts and when these are useful to clients. Ability to broke and service the insurance needs of clients.
• Ability to prepare a broking presentation that accurately reflects the cover required and meets the clients' demands and needs.

Provide Excellence in Service to Our Clients, Our Markets, & Our Associates

• Takes personal responsibility for managing internal and external client relationships.
• Takes pride in and accountability for understanding and exceeding client expectations.
• Focuses on adding value.
• Delivers what the client expects, knows what they desire, and impresses them by delivering the unexpected.
• Written and verbal communication is clear and concise.

Provide commitment to the development of ourselves & our associates

• Attend in house classes and workshops for continuing development.
• Attend training programs, conferences or courses to improve present job skills.
• Complete all mandatory training within agreed timescales.
• Take responsibility for own career and development.
• Treat all associates with dignity, fairness and respect.
• Represents Lockton well within the community.

Be committed to enabling financial success

• Promotes growth through excellence in service provided
• Identifies and promotes cross selling opportunities
• Works with clients, markets & associates to ensure cash management is within agreed standards and targets

Drive service excellence, efficiency, & productivity through effective business operational processes

• Demonstrates flexibility to change
• Identifies improvement opportunities
• Ensures quality is evidenced
• Ensures compliance with relevant legal and regulatory requirements through following
• Lockton policies and procedures
• Maintains specialised knowledge in order to provide maximum value to the client

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