Head of Client Relations Management
6 days ago
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives._
So if you believe in inspiring a better future, read on.
About the Role
Responsible for formulates professional CRM service strategies tailored for Employee Benefits and Pension clients, overseeing CRM initiatives to meet Corporate Solution's key financial objectives related to VONB and %COR as Best Estimate. Additionally, ensuring client retention and satisfaction with Corporate Solution's product services while fostering business growth from the existing client base.
- Formulate a strategy aimed at enhancing the engagement journey to boost client satisfaction, uphold the company's reputation, and facilitate sales renewals.
- Guarantee that the CRM team delivers professional and high-quality services to clients within established timelines to ensure client satisfaction and protect the company's reputation.
- Oversee and resolve client issues, including significant, complex, or long-standing challenges that have not been addressed by the team.
- Create and implement strategies focused on client satisfaction and loyalty retention.
- Spearhead cross-selling and upselling initiatives targeted at existing corporate clients.
- Foster effective collaboration and coordination with business partners to ensure client sales renewals and meet established sales targets.
- Engage with high-level decision-makers within client organizations, requiring extensive knowledge of products, services, regulations, and related areas.
- Ensure adherence to service level agreements (SLA) and compliance with standard operating procedures (SOP), collaborating with the team to identify and address gaps while evaluating opportunities for continuous improvement.
- Identify opportunities for process enhancements to improve services and engage with relevant teams and department heads to facilitate successful implementation.
- Establish operating procedures, work instructions, and quality metrics to achieve desired outcomes, implementing corrective actions when necessary.
- Promote the professional development of the team to ensure the delivery of high-quality professional services.
- Hold weekly team meetings to address issues, share information, and provide updates, ensuring the team remains informed and engaged.
- Collaborate closely with legal and compliance teams on matters related to client transactions, cooperation agreements, regulations, policies, and procedures.
- Manage and prioritize team resources and processes to align with the overall business strategy.
- Offer recommendations or insights to the Head of Corporate Solutions aimed at enhancing the quality of products and services.
- Work in partnership with the New Business team to engage with prospective clients.
- Oversee the team responsible for preparing presentations on cost management, customer budgeting for renewals, and updates on pension investments.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._
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