Jobs at Hollard Insurance

• The Key Account Manager will also ensure that new business is retained and that the clients are onboarded correctly. Ensure that the customer journey is centric and provide onboarding presentation, membership presentation and servicing presentations throughout the membership’s relationship with HH. Lead member presentations with brokers and clients on broker’s behalf to ensure that clients are perfectly onboarded (self-service etc.) Manage complex underwriting issues in relation to clients based on policy writing terms, risk, and impact. Quarterly (or as and when needed) engage members on the benefit of upselling or downgrading as it pertains to them,educate the new clients on self-service tools to their benefit, ensure that the clients understand the product to its totality and resolve any misunderstandings or gaps to reach a favourable resolution. Renewal strategy exploring clients that are at risk of loss or cancellations and negotiate with underwriters on the best package for clients to retain.

Key Responsibilities: 

• Developing a solid and trusting relationship between our clients and HH.
• Resolving key client issues and complaints.
• Developing a complete understanding of the key account needs and requirements.
• Managing communications between key clients and HH back-office teams.
• Project manage the new business take on process for new clients from start to finish.
• Travel in country (the rest of Africa) when required to any one of the countries that HH has clients, this could be for an implementation, face to face, troubleshooting etc.
• Negotiating HH contracts with the client and establishing a TAT.
• Build strategic partnerships with key broker houses to maintain a transparent and mutually beneficial approach.
• Collaborating with the sales team to maximize profit by up-selling or cross-selling.
• Planning and presenting reports on account progress and quarterly reports to share with team members and clients.
• Meeting all client needs and deliverables according to proposed timelines.
• Expanding relationships and bringing in new clients together with the sales team.
• Co-ordination of events, training sessions and networking events.
• Filter queries and direct to client services where applicable and handle those directed to Key Accounts Manager from clients and brokers (handle escalations).
• Resolve complex queries in their uniqueness (web-based channels, applications, product etc.), offer training and handle complaints if not resolved follow escalation channel such as the TPA.
• Drive member engagement with the tools HH provides to members such as HealthMov app to equip members for emergency situations.
• Strategizing on how to go about renewals and ensure that clients are retained in line with the budget targets.
• Analysing data on client engagement to predict clients HH is likely to retain and to identify risk of non-renewal and possible solutions to mitigate them.
• Reselling HH product to members after purchase by employer, upselling on benefits and cover and evaluating when to advise member to downgrade as part of the retention tactic.

Required Knowledge and Experience    

• 2 years’ international Health Insurance experience in a similar role.
• 5 years' Health Insurance experience in a similar role.
• You must have thorough knowledge of the English and French language and be able to speak and write both fluently.
• Ability to multitask, priorities, and manage time efficiently.
• Goal-oriented person.
• Solid conflict resolution.
• Team player.
• Positive attitude.
• Leadership skills.
• Self-motivated.
• Excellent interpersonal skills.
• Stakeholder management.
• Client or customer centric.
• Analytical.
• Solutions orientated.
• An in-depth knowledge of the healthcare industry is essential.
• Excellent verbal and written communication skills.
• High level of presentation skills.
• Ability to influence.
• Computer literacy with superior Excel skills.
• Strong negotiation skills, with ability to follow-through and see the task to completion.
• Ability to multitask and manage multiple client accounts.
• Ability to facilitate executive level interfaces.

Educational Requirements    

• Matric or equivalent is essential.
• Business or BCom degree (insurance related).

go to method of application »

Role Objectives:
To provide operational support to the Regional Management team through:

• Liaising with internal and external partners
• Liaising with Brokers and clients
• Analyse claims & risk information
• Managing the HRS clients on the Cape Town database
• Maintaining Risk management tools provided by Hollard
• Assisting clients to interpret and mitigate risk
• Liaison with our external service providers
• Planning and implementing specific HRS-related events
• Collect data and translate it into business information
• Accurate reporting and Data warehousing

Key Responsibilities:

• Grow and manage the regional HRS bureau client database
• A good working knowledge of Risk procedures
• Offer available Risk Management tools for clients
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Focus on profitability on clients that are part of the bureau database
• Manage and develop a trusted relationship with allocated clients ensuring retention and growth
• Promote excellent customer experiences through the effective implementation of Risk services, resolution of queries, and continuous communication
• Schedule regular face-to-face visits and adhere to visitation/contact plans ensuring regular scheduled engagement with clients and brokers
• Plan and attend meetings with customers, keep minutes of meetings and action outstanding matters
• Serve as the lead point of contact for all bureau accounts in the specific region
• Develop trusted advisor relationships with key accounts, clients, stakeholders, and executives
• Identify potential risk areas that need to be managed in order to reach the profitability target
• Acquire a thorough understanding of key customer operational needs and requirements
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
• Ensure the correct products and services are delivered to customers in a timely manner
• Serve as the link of communication between key customers and internal teams
• Resolve any HRS issues faced by customers and deal with complaints to maintain trust
• Play an integral part as an ambassador for Hollard Trucking in generating new sales that will turn into long-lasting relationships
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Ensure the data on reports are accurate and request data when needed
• Assisting with challenging clients' requests, telematic issues, or other issues relating to the bureau services and escalation as required.
• Full incident investigation and debriefing clients who have high-risk claim incidents

Required Knowledge and Experience    
Competencies:

• Working with people
• Presenting & Communicating
• Analysing
• Developing results & meeting customer expectations
• Following instructions & procedures
• Achieving personal work goals & objectives
• Relating & Networking
• Deciding & initiating action
• Persuading & influencing

Required Knowledge, Experience and Skills:

• 3 or more years of business analysis and/or account management experience
• Experience delivering client-focused solutions to customer needs.
• Reporting/Analysis
• South African Transport Industry & Telematics Experience essential
• High level of computer literacy in MS Office Suite
• Proven ability to multi-task several projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation, and presentation abilities, strong verbal and written communication skills
• Minimum 5 years of fleet management-related work experience essential
• Strong understanding of vehicle technology and telematics
• Prior relationship/ stakeholder management experience will serve as an advantage

Educational Requirements    

• Matric or Grade 12 - essential
• Level 7 Diploma in Risk Management or Public Relations
• Have/Studying towards degree/Diploma – Customer Services, Risk Management or Fleet Management