Internal: Executive Manager, Sales & Customer Relations General Manager Frank. Channel Growth Manager
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1 Position Description Employee: Position title: TBD Client Relationship Manager Location: Head Office: Moorabool Street, Geelong Grade: Management Team Organisation: Sales & Customer Relations The Client Relationship Manager reports directly to the Executive Manager Sales and Customer Relations, and is accountable for the on-going performance and management of GMHBA Ltd's white label partners, appointed agents, brokers (traditional and online) and corporate accounts. The primary purpose of this role is to ensure that these strategically important business partners and acquisition channels are supported and developed to deliver on GMHBA's sales, growth and retention targets within agreed budgets. Purpose: The role will build and maintain quality relationships and ensure that both parties operational requirements are supported through effective processes and relationship management, leading to improved satisfaction and retention of members acquired through third party channels. The Client Relationship Manager is responsible for leading the GMHBA Ltd sales team and associated accountabilities, and for identifying and implementing new business development and sales opportunities. The Client Relationship Manager works closely with both the Customer Relationship Manager & the Service Delivery Manager to ensure that all clients are supported through effective service delivery and implementation of relevant CRM initiatives. Staff: Channel Growth Manager Key Relationships: Internal: Executive Manager, Sales & Customer Relations General Manager Frank Channel Growth Manager Service Delivery Manager Customer Relationship Manager
2 Marketing and web teams Human Resources External: GMHBA Ltd corporate accounts GMHBA Ltd appointed agents GMHBA Ltd appointed online brokers GMHBA Ltd appointed traditional (off line) GMHBA Ltd white label partners Authorising Officer: Executive Manager Human Resources Version Number: 1.0 Date Approved: 07/03/2014 Principle Accountabilities Build and maintain quality relationships with GMHBA Ltd business partners and acquisition channels (white label partners, corporate accounts, agents and brokers) Ensure that each channel to delivers to agreed volumes, product types and member demographics within specific target regions Manage the development and execution of new and/or renewed contracts with relevant business partners ensuring all contracts are up to date at all times Manage the provision of ongoing operational support to all business partners and acquisition channels; this may include but is not limited to: Day to day enquiries Dispute resolution Reporting Product and process training Commission payments Coordination of the monthly promotional offers System integration and/or data transfer New system testing and implementation Communication development Tactical sales and/or retention initiatives Work with the Customer Relationship Manager & Service Delivery Manager to provide effective service delivery and implementation of relevant CRM initiatives across all third party channels Ensure that the annual product and rate review and end of financial year project deliverables, as applicable to all business partners and acquisition channels, are delivered as per project timings Conduct regular meetings and appraisal with all business partners and acquisition channels Manage formal monthly and quarterly reviews with relevant business partner's as agreed Manage the GMHBA Ltd sales team to ensure that appropriate actions and initiatives are in place to meet agreed sales targets Instill a team culture of quality customer service, industry best practice and continuous improvement. Maintain and enhance team motivation Work closely with the Marketing team to ensure support and compliance with Marketing plans and to develop and implement local growth strategies
3 Develop, manage and control departmental expenditure within agreed budgets Establish and agree departmental KPI s. Monitor business partner and acquisition channel performance against agreed budgets Performance manage business partners and acquisition channels to ensure they deliver to GMHBA's requirements, up to and including contract termination if required Ensure that all business partners and acquisition channels comply with all Privacy and PHI intermediary code of conduct audit requirements Identify and implement new sales acquisition channels either through existing or new partner opportunities Identify and implement improvements to business processes to support all third party channels Such other duties as requested from time to time by the Executive Manager Sales & Customer Relations Values & Behaviours Can demonstrate the ability to live the corporate values and behaviours. Trust Build credibility through actions Demonstrate in others intentions and competencies Contribute Collaborate and get involved Make a difference Enjoy Enjoy work Take pride in success Succeed Be resourceful, adaptable and achieve quality results Be decisive Improve Be curious and look for innovation Have the courage to try something new Serve Aim to make every customer experience memorable Make every effort to deliver excellence Specific Job Competencies Relationship Management Understands relationship management as a set of beliefs, data and processes that seek to better understand the needs of others and to produce value for them and the organisation Understands how to develop and deliver competitive customer value propositions through personalised communication and service Acts in ways consistent to the management of relationships in a systematic way to deliver value
4 Strategic Planning Obtains information and identifies key issues and relationships relevant to long-range goals or visions. Develops alternatives based on logical assumptions, facts, resources, constraints and organisational values. Implements a course of action to accomplish long-range goals or visions. Measures outcomes. Teamwork and Collaboration Actively builds and fosters a friendly, harmonious and productive working atmosphere for all staff Actively shares knowledge and experience with others Leads by example. Models respect, helpfulness and cooperation Builds a cohesive and collaborative team environment Conceptual Thinking Understands situations or problems by identifying patterns or connections and addressing the key issues Sees the big picture in complex situations Recognises when and how parts of an issue or situation affect individual and group performance Continuous Improvement/Quality Originates action to improve existing business conditions and processes Uses appropriate methods to identify opportunities, implement solutions, measure their impact and action further improvements Project Management An ability to effectively manage projects within designated timelines utilizing available resources. Essential Skills and Experiences Communication (Verbal and Written) Clearly conveys and cascades information and ideas, through a variety of media, to individuals or groups in ways that engages the audience and helps them to understand and retain the message. Is consultative and seeks to personalise communication to meet the internal/ external customers needs. Actively seeks and analyses feedback and responds in an appropriate manner. Business Acumen Makes sound commercial decisions based on a long term view of member needs, strategic direction, industry developments, political environment, commercial viability. Understands PHI industry, corporate finance and reporting. Understands the relationship and implications of product, premium and claims calculations as relevant to their position. Demonstrates their knowledge of sound business processes and practices through the delivery of effective outcomes and value adding initiatives.
5 Demonstrates a sound understanding of contemporary Occupational Health and Safety standards, Equal Opportunity and other aspects of people management. People Management Actively builds and fosters a friendly, harmonious and productive working atmosphere for all staff. Coach and mentor the Management and Supervisors in developing sound people management, leadership skills and relevant competencies. Actively shares your knowledge and experience with others in team. Leads by example. Models respect, helpfulness cooperation and organisational values. Builds a cohesive and collaborative team environment. Educational Qualifications Degree in business, commerce, marketing or a related discipline (preferred) Experiential Requirements Mandatory Minimum 3 years experience in a sales or business development role Minimum 3 years experience in a management/leadership position Highly developed people management skills Highly Desirable Demonstrated knowledge of online marketing and/or sales strategies Demonstrated experience in contract/client management Preferred Previous experience in the Private Health Insurance industry Key Performance Indicators (KPI s) Meet agreed individual KPI s aligned to the departmental KPI s which are detailed as part of the KPI framework, these will be reviewed and agreed post appointment.
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