Manager: Dealer Business & Commercial insurance at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Build, maintain and enhance relationships with new and existing Dealer Business Partners. Lead and collaborate with the Dealer Relationship Consultants to ensure any business or technical queries and issues are resolved effectively in order to deliver end to end business results and ensure optimal business performance.

RESPONSIBILITIES

Partner Management

• Manage and develop important customer relationships with guidance from senior colleagues and/or manage a team of Relationship Consultants delivering day-to day support. Customers likely to include mid-tier companies, multinational corporates and similar.

Partner Needs Clarification

• Set clear objectives for each Relationship Consultant; use standard materials to make a presentation to the partners; and ask relevant questions to evaluate the Partner's level of interest and to identify and respond to areas requiring further information or explanation. Inform Dealer Partners about other products the company offers and contract with them to sell the products to their clients. Liaise with internal departments (Brand, Sales, Retentions, etc) to ensure Dealer Partner needs are fulfilled effectively.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Achieving client relationship targets and KPI’s as set by the Head of Dealers. Work closely with Dealer Relationship Consultants and Dealer sales team to achieve optimal performance.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Monitor company performance against service level agreements and flag potential issues. Attend monthly meetings with Dealer Partners to build relationships and report on their performance.

Partner Relationships Development

• Develop and implement a relationship management plan for Partners to identify and build relationships with relevant decision makers and influencers to enable effective two-way flow of information and resolution of issues. Effectively build and maintain relationships with potential and existing partners. Assist Dealer Relationship Consultant with generating new business. Identify opportunities for greater profits. Build and maintain relationships with Partners and key stakeholders.

Partner Relationships Management

• Collect feedback from identified Partners or Partner segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on their input. Conduct business reviews to ensure Partners are satisfied with the products and services. Conduct regular client satisfaction surveys and reviews.

Sales Opportunities Creation

• Develop a personal network within the business sector and represent the organization at business sector events. Obtain market intelligence and enhance the visibility and reputation of the organization, its products, and its services. Alert team to opportunities for further sales. Approach new potential customers to establish relationships.

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues. Update the CRM and ensuring all stakeholders are aware of changes within clients portfolio. Escalate and resolve areas of concern as raised by Dealer Partners quickly and effectively.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Manage new and current partner legal agreements.

Leadership and Direction

• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Ensure up-to-date industry and market knowledge, as well as internal products, processes etc. Gain solid knowledge of competitors and continuously conduct market research.

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant Business Management related Degree and/or Diploma (Advantageous); FAIS (Essential); RE 5 (Essential); Class of Business Certification (Advantageous); STI Qualification (Advantageous); Business/Commercial Insurance accreditation (Essential).

EXPERIENCE

• General Experience
• 3- 5 years experience as a Relationship Manager or similar role (Essential); Experience in a Financial Services Industry (Advantageous); Experience in sales or customer service environment (Advantageous); Experience working with customer relationship management (CRM) practices (Advantageous).
• Business/Commercial Insurance and Fleet experience (Essential)

Managerial Experience

• 3-5 years leadership experience (Essential)