WHAT THE DAY WILL LOOK LIKE

The Client Services Senior Manager will work closely with Client Services Associate Director in coaching a team of client facing staff focusing on driving client retention, growth strategies and achieve organizational outcomes. The Client Services Senior Manager will champion all client-related initiatives and ensure the team delivers distinctive client values by providing a holistic approach to benefits consulting. He/she is required to hold direct client relationship with all Corporate client’s revenue >$50K and act as the escalation point for all clients.

Supervisory Role

• Coach a team of client facing staff, within pillar supported by Client Services Associate Director and hold direct responsibilities over their deliveries, inclusive of mentoring and formal evaluation processes.
• Demonstrate leadership qualities and provide feedback to team under management
• Able to balance multiple responsibilities and tasks to deliver high quality results

Consulting

• Ensure smooth implementation of all client-related initiatives
• Champion Aon United collaboration across other solution lines
• Hold direct client relationship with all Corporate client’s revenue >$50K and any high-touch regional/global clients
• Actively sought market intelligence around clients’ needs and competitors’ development and develop strategies to retain and grow clients.
• Support the team by participating in business meetings of complex clients and ensure the team prepare meeting minutes and follow-up on open items till closure.

Service Delivery

• Support Client initiatives and drive strategic engagement with clients
• Maintain professional relationship with internal stakeholders including local market colleagues, regional and global teams
• Create and maintain strong relationships with key external vendors including insurers and specialty providers
• Ensure strong collaboration between Client Services and the rest of the functional (eg. Broking, Claims, Flex, Admin) Teams in delivering distinctive client value
• Develops and manages client retention and/or growth strategies to ensure revenue and profitability agenda are met
• Ensure team is able to hold client relationships and deliver service within clients’ expectations
• Work on issues and develop conclusions to execute solutions that impact clients and department
• Ensure prompt payment by clients and credit control position of Team is within acceptable range
• Act as escalation point for all clients
• Tight governance of peer review process to ensure high standards of clients’ deliverables and minimise incidence of error and omissions

SKILLS AND EXPERIENCE THAT WILL LEAD TO SUCCESS

• Minimum regulatory requirements (BCP, PGI. CommGI, HI, M5, M9) for registration as Broking and FA rep with MAS
• Vast experience as a consultant or account manager in the Health & Benefits Industry, working with multinational clients across sector
• Client management experience, analytical, critical thinking, problem solving skills required
• Ability to handle and influence key stakeholders internally and externally
• Self-disciplined and organised
• Inter-personal skill and focus on service excellence
• Proficient in Microsoft Office applications including Word, Excel, PowerPoint

• Coach a team of client facing staff, within pillar supported by Client Services Associate Director and hold direct responsibilities over their deliveries, inclusive of mentoring and formal evaluation processes.
• Demonstrate leadership qualities and provide feedback to team under management
• Able to balance multiple responsibilities and tasks to deliver high quality result