Building , maintaining and enhancing relationship with clients to develop long term satifaction
Supervise the portfolio of their team and ensure retention is achieved as per AOP
Analyze business problems, create effective solutions, 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 competitors 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 team work 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
