Job Vacancies at Old Mutual Kenya

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Client Relationship Account Manager IPMI

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

General Manager – Health Business & Innovation

Job Description

• Responsible for the overall strategic and operations direction of the medical insurance business to ensure the business aligns with and meets the overall strategic objective.
• Lead the development and implementation of processes, systems, and infrastructure to ensure high quality and timeliness of operations in areas such as account services, international securities, transaction processing, and loan support/credit approval. Manage several departments of a processing unit or the entire unit.

Responsibilities

Operations Management

• Support the overall organizational strategy by developing and delivering operational plans and outcomes for a large portion of the business.

Business Planning

• Develop and gain agreement to annual business plans for a function or substantial business area, ensuring alignment with strategy; quantify business outcomes, i.e., revenues or other key performance indicators (KPIs); detail expense and headcount budgets; and develop business cases for key projects, ensuring cross-functional integration.

Leadership and Direction

• Communicate the function’s strategy and its relationship to the organization’s mission, vision, and values; clarify the actions needed to implement this strategy within the area of responsibility; motivate people to commit to the mission, vision, and values and do extraordinary things to achieve the organization’s business goals.

Performance Management

• Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Retail Service Operations

• Manage short- and medium-term service operations for several departments or units.

Work Scheduling and Allocation

• Develop complex, long-term work schedules that enable the organization to achieve its business goals. Involves coordinating and planning across multiple teams.
• Improvement/Innovation
• Initiate, formulate, and implement new business practices within a specific discipline while managing the development and/or delivery of a significant element of the organization’s change management program.

Policy Development and Implementation

• Develop functional or operational policies and help develop policy frameworks for area of responsibility or department. Take responsibility for creating underlying procedures and monitoring their implementation.

Recommendations

• Make authoritative recommendations about technical or professional solutions that would significantly improve business performance.

Internal Communications

• Manage certain aspects of the internal communications system with some guidance from senior colleagues. This could mean being responsible for the development or operation of the system.

Organizational Risk Management

• Manage a significant portion of the organization’s risk management and/or risk control processes. This includes contributing to the development and implementation of risk management policies and procedures.

Budgeting

• Manage budget plans for a department. May involve development or delivery or both.

Organizational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization’s formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization’s talent pool.

Operational Compliance

• Ensure that business activities within area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimize business risk and to protect the reputation of the organization.

Skills

• Action Planning, Agile Project Management, Change Management, Data Compilation, Executing Plans, Large Group Presentations, Legal Practices, Occupational Safety and Health, Oral Communications, Policies & Procedures, Project Delivery Management, Safety Management, Servant Leadership

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