Discovery Limited
Key Purpose of the role
The primary function of this role is to effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders i.e. both internal and external clients. Ensure that quality service is delivered to these Stakeholders.
Areas of responsibility may include but not limited to
Implementing and monitoring the KAM strategy
Build Broker and Employer relationships
Collating statical information from the operation team to analyze and formulate discussions with KAM clients on trends and client overview
Creating Employer engagements/collaborative reports and presentations
Support the KAM Interventions team through creation of integration content and trends
Acquire KAM new installations, broker changes and benefit enhancements packages and present to Brokers and Clients in person to ensure effective understanding of the product and internal administrative processes.
Formulating process improvements and review from broker and client feedback
Effective product presentations and enhancements to existing KAM clients.
Present and communicate pre-renewals and renewals annually to existing clients.
Query resolution for clients in credit control due to non-payment.
Manage the relationship with internal and external clients/brokers with respect to escalations, queries and complaints.
Ensure access to web training content. Train Clients on how to benefit from our web offerings and functionality.
Build and maintain client relationships through monthly meetings to retain clients.
Manage the re-broke process to ensure retention of existing clients
Managing Complaints and Escalations of clients to ensure high levels of service are adhered to
Assist with staff development, coaching and training where possible to optimize staff performance i.e. ito of product knowledge
Manage projects
Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve business outputs
Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity and non-disclosure
Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence and client visits
Responding to queries ensuring they are resolved timeously and effectively.
Client meetings
Personal Attributes and Skills
The successful candidate must demonstrate the following competencies:
Self-starter with a high attention to detail and be able to multi-task
Good at follow through
Exceptional ability to communicate written and orally
Problem solving and solution focused
Analytical – interpretation
Building relationships
Coping with pressure (deadlines)
Time-Management and Organizational Skills
Must be team orientated, willing to assist other team members in the office
Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
Outstanding customer service skills
Willing to do client and broker visits
Education and Experience
NQF Level 6 or equivalent qualification
5 years and more Client Relationship Management Experience-Essential
Employee Benefits-Group Risk Product and Operations knowledge and experience-Essential
Employee Benefits Medical Assessor Experience-Recommended
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