Customer Relationship Management Manager

Location – Bengaluru

Education – Post-Graduate, an IRDAI licentiate certificate, Insurance professional qualifications will be an added advantage

Experience – 6 + years

Job Dimensions (role and responsibilities):

This will be primarily an individual contributor role reporting to the location leader with no team management role envisaged (except where specifically communicated). The client management team members will however work closely with the client services team allocated (by the location leader) to ensure the quality delivery of client services.

• Responsible for meeting renewal business broking revenues according to annual targets and for completing/handling employee benefit insurance renewals for all existing clients under their purview.
• Will also be responsible for generating cross-sell business revenues as per annual targets from existing clients serviced by the employee.
• Develop and implement client renewal processes per agreed timeline and established process, including negotiating premiums.
• Develop and implement client benefits strategy according to client principles for accurate implementation.
• Will need to lead and conclude all legal documentation like NDA, Broker Services Agreement, SLAs, TOBA and enable / conclude all discussions with the respective legal teams.
• Will be primarily responsible for initiating, handling and maintaining positive relationships with all collaborators at the client end in a structured manner.
• Will acts as the client steward and initiate all stewardship activities relating to the account in a timely manner.
• Provide all client consulting services such as benchmarking, claims reviews, and projects with support from Location Leader.
• Will collaborate closely with clients at various levels to understand their needs in detail and ensure that they are appropriately advised on every area of employee benefits and make a final recommendation of service providers that suit the client needs optimally. Will utilise presence of Location leader/ Experienced CRM as appropriate during discussions.
• Will develop consulting expertise in the identified client industry/segment (if) allocated and identify and develop new business opportunities within that segment with other colleagues identified as part of the team.
• Will implement all strategy-led wellness initiatives with the assistance of the health promotion team
• Will work closely with other colleagues supporting the client and ensure that all relevant updates on that clients are circulated to all.
• Will complete any specific projects related to the development of the H&B practice as assigned

Key Performance Indicators:

• They will primarily be vested with the responsibility of handling the client relationships under their purview, be accountable for revenue and cross sell responsibilities
• Work alongside the client services team to ensure that client happiness is maintained

Skills and Demeanor:

• Effective communication, presentation, consultative selling, advising, and negotiation skills
• Solid understanding of the insurance benefits market in India primarily with some knowledge of international trends
• Possesses a consulting approach, strong analytical abilities, a competitive spirit, is a phenomenal teammate, and values teamwork
• Ability to manage and excel in ambiguous situations and be a quick learner
• Worked with small and medium accounts with multifaceted expectations
• Multifaceted self- motivated teammate with a track record
• Proven Relationship Leadership skills
• Evidence of having continuously upgraded one’s knowledge base through seminar, training, reading etc. to ensure distinctive client value