Relationship Manager – London Market
Role Purpose
To provide best-in-class customer service through relationship management with both our existing and prospective customers.
Principle Accountabilities
* Core function: take a proactive and assertive role with customers in supporting/driving adoption and implementation of within their company
* Alignment to and delivery of Client Engagement Model
* Alignment to and delivery of C-Suite Engagement Strategy
* Delivery of Corporate, Departmental and Personal objectives
* Demonstrations of their platform and initiatives
* Where required, support delivery of pre-sales activity and growth initiatives
* Support the transformation of our client’s business through user adoption and create conditions for optimal renewal
* Build out relationships across our clients organisation, including operations, IT, broking and/or underwriting
* Identify and manage customer needs
* Exceed customer satisfaction and ensure retention
* Manage regular customer meetings to share information and gather feedback
* Individual Account Reviews & Planning
* Ensure all customers (Brokers, Carriers, MGAs) have a good understanding of who we are & what we do and promote a supportive view of market modernisation initiatives
* Meet with and guide prospective customers through the joining and onboarding
* Ensure our internal CRM system is up to date with standardised meeting notes/tasks/actions and information from the customers.
* Maintain profiles (in CRM) on each allocated market firm and their people, using information captured in the activities above.
* Proactively identify cross-selling and up-selling opportunities and share with Lead RM/CRO
* Attend meetings with market associations e.g. LMA, IUA, LIIBA & Lloyd’s where necessary.
* Identify resistance and communication gaps from customers and/or firms and develop and deliver approaches by working in collaboration across the team to develop and implement corrective actions
* Provide structured customer feedback to the Lead Relationship Manager, Head of Service Management & Client Relations, Product Owners and Head of Change on continuous improvement ideas for the platform
* Provide regular, structured feedback to Lead Relationship Manager. The principal form of this feedback will be via weekly updates, sometimes, both written and verbal.
* Work closely with the broader Client services team and collaborate with your assigned client services advisor to ensure that collectively the support provided to our clients is cohesive.
Skills & Competencies
* Excellent presentation and communication skills
* A business focused outlook with the ability to solve complex problems
* Strong co-ordination and planning skills – needs to be able to pull the “many strands together”
* Strong skills in team working with the ability to deliver concise, influential and targeted messaging
* Proactive approach and prepared to “tackle issues “and handle negative feedback appropriately and professionally
* Ability to think “outside the box” as well as being able to focus on the detail
* Ability to work under own initiative and to respond to business needs with minimal supervision
* Enthusiastic, personable and highly motivated to offer best in class customer service
* Driven to provide 1st class customer service
* First rate PowerPoint presentation creation /delivery skills
* The ability to explain complex information clearly and simply
* Good influencing
* Excellent demonstration skills
* A high level of drive, initiative and
* Ability to mentor and provide clear guidance to the Client services advisors enabling them to continuously build on their insurance / platform knowledge and increase the support we can provide to our clients.
Experience
* Experience within the London insurance market essential
* Experience of direct Account management – client facing role and building relationships
* Knowledge of London Market placement process, from Quote to Firm Order and Endorsement
* Knowledge of LIIBA, IUA and LMA and their relationship to the market
* Basic Knowledge of various classes of business within Lloyd’s, and facilities
* Experience of Presentations and demonstrations, including use of PowerPoint
* Knowledge of Future at Lloyd’s initiatives
* Standing up and presenting to large and small audiences
Competencies
* Working with People
* Delivering results and meeting customer expectations
* Applying expertise and technology appropriately
* Adapting and responsive to change
* Creative and innovative
* Persistent and determined
* Self motivation
* Confidence
* Owns tasks and problems through to resolution
Venquis is acting as an Employment Agency in relation to this vacancy.
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