Key Account Manager

The incumbent will be the lead point of contact for all key client matters, anticipate the client’s needs, work within the company to ensure deadlines for client are met, and help the client succeed and develop new relationships with potential clients. They will be responsible for engaging with key customers by building and preserving trusting relationships. They will also be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction. Be apt in building strong relationships with strategic customers. Also be able to identify needs and requirements to promote our company’s solutions and achieve mutual satisfaction.

**STAKEHOLDER MANAGEMENT**:

- Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition.
- Overseeing customer data and account management.
- Ensure both the company and clients adhere to contract terms.
- Serve as the link of communication between key customers and internal teams.
- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
- Study competition to find new ways to retain customers.
- Create plans to address clients’ business needs.
- Collaborate with internal teams to address customers’ needs.
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
- Maintain and enhance growth and profitability of Strategic Accounts through collaborating and championing the delivery of the SEB value proposition with specific focus on increasing financial inclusivity in the mass market and shared value creation for key strategic accounts.
- Execute customer centric strategies to continuously improve process, product and systems to address changing service requirements that enhance the SEB partnership experience.
- Manage campaigns and interventions in line with opportunities, available resources, product scope and best practices while ensuring Return on Investment realisation.
- Actively manage and report on the achievement of Key Account Portfolio targets as well as industry performance and trends.
- Maintain a customer led approach to stakeholder management.
- Through use of a data and mutual value led stakeholder engagement approach, develop a portfolio stakeholder engagement plan, which enables growth for SEB and its key strategic key accounts
- Ensure a consistent, detailed understanding amongst all deal team members of the Key Account Management Portfolio targets, goals, performance levels, products, business rules and conditions.

**COLLABORATION**:

- Manage relationships to make it easier for new relationships to take shape and efficiently unlock access to shared value both within the business and for our external partners
- Monitor and resolve escalated partnership queries and complaints timeously.
- Contribute to the streamlining and integration of new business processes and systems.
- Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and create easy, value peace of mind.
- Optimise departmental performance through targeted business intelligence to ensure that it becomes the primary way of driving performance and execution.

**FINANCE MANAGEMENT**:

- Manage the allocated key account development, incentive and expense budget for the team against set targets.
- Manage all costs, resource capacity planning and utilization to support the achievement of Key Account development targets, volumes, operational budgets, and plans.
- Ensure that risk is managed optimally within the technical framework particularly in risk acceptance and underwriting appetite.

**_ GENERAL :_**

**RECORD KEEPING AND FILING**:

- Ensure all documentation relating to umbrella funds are saved in the member profile on the system
- Ensure appropriate notes are recorded in the member profile on the system
- Full fund administration system filing

**REPORTING**:

- Prepare, analyze and present ad hoc reports as and when requested
- Prepare, analyze and present an accurate report for Trustees meetings
- Have the ability to report at Trustee meetings

**QUERY RESOLUTION**:

- Attend to queries or inquiries by members within the required timelines
- Provide assistance to Employers or service providers where necessary

**INNOVATIVE & TEAM PLAYER**:

- Be able to work independently with mínimal supervision
- Abide by audit findings as directed by the Head of Administration
- Build and maintain supportive relationships both internally and externally

**RELATIONSHIP MANAGEMENT**:

- Build and maintain positive relationships with all clients and service providers
- Build and maintain supportive relationships with teams internally
- Ensure that all communication sent internally and externally is dealt with professionally

**TIME MANAGEMENT**:

- Devote the whole of your time, attention and abilities during working hours to the discharge