Relationship Manager SA

Job title: Relationship Manager SA

The Relationship Manager will be responsible for increasing premium generated from sales of both life and general business across direct channels. Also, the manager will be required to manage and provide business support, monitor performance to identify areas for improvement between LAC and its external stakeholders primarily to; Independent Agents, and Group companies.

Key Accountabilities (Duties and Responsibilities) Perspective % Weight Output

Financial 60%

• Achieve Annual Sales Target
• Growth in policy count
• Increase in number of Productive agents

Internal business processes 10%

• Generate periodic (Weekly, Monthly, Quarterly) activity updates from the Direct/Independent agents
• Provide periodic updates on prospects referred and close via the sales app
• Develop a clear mechanism for tracking performance periodically
• Resolve technical issues which can impact operational efficiency and turnaround time.

Customer 20%

• Maintain successful relationship with the respective independent agents
• Provide support; product and process knowledge, to improve customer engagement and satisfaction.
• Track customer retention and renewal rates and provide recommendations to enhance customer experience.
• Conduct campaigns/promos to improve sales and customer experience.

Learning and growth 10%

• Organize regular exposures to Independent agents through product/process focused trainings, events and conferences.
• Continuously upskill in industry best practices; Knowledge sharing sessions, product of the week.

Job Dimensions Reporting Relationships: jobs that report to this position directly and indirectly

Direct Reports

• Head of Alternative Channel & HNC

Indirect Reports

• None

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• Head, Alternative Channels & HNC
• Head of Retail
• Channel Leads
• Relationship Managers & Business Managers
• Technical, Claims, Operations, Reinsurance, Strategy, IT, Finance, HR, Admin, Internal Control/Audit

External

• Independent Agents
• Prospects referred

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make

• Responsible for driving sales across the sub-channels; Independent Agents and Referral/Sales App.
• Final decisions are subject to approval by the Head, Alternative Channels & HNC

Work cycle and impact: time horizon and nature of impact (Planning) This role has various work cycle and impact grouping:

Daily Operations: Process transactions, quotes and general enquiries.

Weekly & Monthly: Activity report and Performance tracking to management.

Quarterly: Deep-dive analysis for strategic planning and business reviews.

Continuous Improvement: Organize Knowledge Sharing Session and Product/Process Trainings to improve performance.

Ideal Job Specifications

• Provide sales support to help increase premium income across the various available channels; Independent agents and Referral/Sales App both for Retail life & General businesses
• Monitoring the output from underwriting & operations to ensure adequacy and efficiency on all output
• Drive cross-selling to increase customer retention and policy counts
• Follow up and track prospects referred via the Referral app with the relationship officer in charge and provide update where necessary
• Disseminate information, collate customer feedback/queries for review and necessary action
• Ensure prior renewal notification is sent out to all agents
• Organize periodic trainings for the agents to improve product/process knowledge
• Provide support for transactions across the different stakeholders; Internal (underwriting, operations, claims, finance, referrals from associate companies) and External (Regulators and other intermediaries)

Ideal Job competencies

• Analytical Skills: The ability to identify patterns, evaluate complex situations for problem solving.
• Relationship Management: This involves the ability to build and manage lasting relationships with customers and stakeholders to achieve a desired result.
• Problem Solving: The ability to identify problems and resolve them using the best course of action to achieve a desired outcome
• Diligence: Having a thorough approach to executing any assigned task with a duty of care.

Behavioral Competencies

• Communication skills: Being able to communicate ideas and information verbally and in writing fluently
• Teamwork: The ability to work with others within a team to achieve a shared goal
• Collaboration: The ability to work with other stakeholders(internal/external) to ensure
• Attention to Detail: The ability to focus on and notice even the smallest aspects of a task or situation, ensuring thoroughness, accuracy, and precision in work or activities.