Senior Manager - Direct Government Relationship Management

Senior Manager - Direct Government Relationship Management

To manage the new sales of Health products to government segment through overseeing prospecting and pipeline management activities, managing opportunity generation, and managing and engaging in closing sales deals in order to achieve Tawuniya's targets and expand market share.

KEY ACCOUNTABILITIES & ACTIVITIES

Relationship Management Planning:

• Develop relationship management guidelines in line with best practices, customer experience guidelines and relevant regulations.
• Collaborate with New Sales Management to continuously receive updates in customer database.
• Develop relationship management plan highlighting needed interventions, key milestones, and targeted customers according to list of existing government customers.
• Supervise the development of relationship management KPIs to enable performance management and continuous improvements.
• Monitor activities with customers in accordance with pre-set relationship management guidelines and plan.
• Review sales activities (i.e., customer portfolio, renewals and cross-selling and up-selling opportunities) to increase customer profile.
• Supervise negotiation with Underwriting and engage in critical negotiation to issue renewal policy taking into account custom er requirement/target rate.
• Review supporting material for customers to ensure information is clear and updated.
• Ensure regular engagements with customer and content sharing to increase retention.
• Review customer issues, complaints, policy administration requests and relevant resolutions in line with pre-set guidelines.
• Identify unresolved/out-of-scope issues raised by customers and communicate to concerned functions (i.e., Policy Administration, Underwriting) when needed.

Relationship Management Performance Monitoring:

• Engage in conversations/meetings with high-priority customers to identify their needs and satisfaction levels.
• Review consolidated customer feedback and relationship management performance reports and devise suggestions for improvement.
• Supervise corrective actions implementation to improve customer loyalty.

Policies, Procedures and Processes:

• Contribute to the identification of opportunities for continuous improvement to enhance productivity, attain high quality outputs, and cost-effective results in line with relevant regulatory requirements.
• Supervise day-to-day activities ensuring compliance with stipulated policies, procedures and processes, and escalate identified non-compliance cases.

People Management:

• Participate in the acquisition and selection of potential new talent, and integration of new joiners and provide sufficient on the job training.
• Contribute to setting team members’ objectives, clarifying expectations, reviewing performance periodically, providing regular feedback, coaching, and confronting unsatisfactory behavior or performance.
• Support in identifying team members’ development requirements, and the evaluation of learning interventions’ effectiveness on performance.
• Contribute to managing team members working plans e.g., leaves, working hours and etc.
• Promote a productive working environment.

Internal Stakeholders: Sales Support, Operations, Underwriting, Sales planning, and Sales Excellence

External Stakeholders: Government.

Education:

A bachelor’s degree in business administration or equivalent is required.

A master’s degree in business administration or equivalent is preferred

knowledge and experience: Minimum 5 y ears of experience in sales or insurance field with at least 1 year of experience in a supervisory position