Key Account Manager at Astute

Key Accountabilities

• Effectively drive and deliver on the key account portfolio (Portfolio Management; Growth of portfolio; Retention of Portfolio; Profitability of Portfolio)
• Ensure that strategic alignment between portfolio/s and Astute.
• Manage allocated portfolio with respect to growth, retention, profitability and any other business relevant factors.
• Ensure positive relationships are built and maintained and excellent customer service provided to various role players (internal & external) in the portfolio.
• Ensure relevant feedback, information and reports are prepared, submitted and presented to various stakeholders.
• Deliver the required customer experience, quality of service and personal targets.
• Identify and create coordinated sales opportunities.
• Ensure a consistent and detailed understanding of the sales targets, goals, performance levels, products, business rules and conditions.
• Manage campaigns and interventions in line with opportunities, available resources, product scope and best practises in short-term insurance.
• Manage all costs, resource capacity planning and utilisation to support the achievement of sales targets, volumes, operational budgets and plans.
• Identify and drive opportunities to improve and expand product and service offerings.
• Lead the measurement, assessment and reporting on the performance of portfolios against targets and industry norms.
• Translate strategy into relevant service standards and processes, setting, communicating and measuring   the corresponding operational measures and targets.
• Collate, monitor and resolve customer queries and complaints as per defined process.
• Management and implementation of ad hoc projects.
• Keep abreast of market developments and trends.
• Implement continuous improvements initiated
• Streamline and integrate existing business processes and systems
• Keep up to date with Best Operating Practice
• Identify, prioritise, develop business cases for, present and execute Best Operating Practices
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value
• Optimise departmental performance through targeted business intelligence to ensure that it becomes the primary way of driving performance and execution
• Evaluate and implement new processes/systems and best operating practices
• Manage effective customer service and relations to drive service excellence
• Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals
• Measure and monitor service delivery compliance of team.
• ·Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.+
• Adhere to all financial requirements and ensure cost efficiency through effective management of planned vs. actual
• Contribute to the development and implementation of fit for purpose budgets.
• Budget by weighing up costs and risks pertaining to workforce, technology, materials and equipment used
• Effective budgetary compilation and control
• Keep within budget constraints for an annual period, monitor planned vs. actual, and report on cost efficiency.
• Comply with governance controls to reduce risks.
• Take accountability for the management of business related risks within own area.
• Operate within agreed mandates as documented in the business rules.
• Engages with others in line with organisational guidelines, policies, culture and values
• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the KAM team to deliver required service levels.
• Actively participate in the KAM team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
•  Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.

Knowledge and Skills

• Relevant B degree
• Long and Short Term industry knowledge
• Minimum 3 Years KAM experience