Key Accounts Specialist

As the Key Accounts Specialist, you will be responsible for supporting the Client Portfolio Managers and Partnership Manager by overseeing and managing activity operations within the team which is an intermediary between the company and its Key Accounts and will be responsible to assist the department in executing and supporting RMA’s key stakeholder relationship strategy.

**WHAT WILL YOU DO?**

**Assisting in **end-to-end** management of the Client Portfolio and Partnership related **activities.**
- Contribute towards the development of a systematic approach for the teams to reach activity targets.
- Timeously resolve escalated stakeholder queries; ensuring that stakeholders do not need to call back or follow-up on queries.
- Provide operational efficiencies for the team and stakeholders.
- Timeously submit quality submissions for weekly and monthly activity reporting
- Quality Assurance monitoring for the Team according to set SLAs.
- Enforce adherence to deadlines for reports and feedback.
- Assist management in ongoing market research for the development of marketing strategies.

**Stakeholder relationship support**
- Support and ensure that the team delivers on:

- Liaising with and maintaining good relationships with relevant stakeholders (particularly between sales and marketing)
- Build relationships with Memberships, Operations, Claims, act as link between key accounts and business
- Addressing customer satisfaction issues promptly and escalate queries to the relevant departments
- In collaboration with the relevant departments, organise training where applicable.

**Brand management support**

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Support and ensure that the team delivers on:

- Creating broader RMA brand awareness and promote an overall positive image for the company and its services
- Partner with the Marketing team to create and manage marketing material for Key Accounts or partnership related projects or campaigns
- Provide assistance to the Life Operations team by developing and coordinating workshops with presentations
- Assess relevant reports on leads and recommend improvements to relevant internal stakeholders (i.e. Claims, Membership and Operations) for lead generation campaigns and provide new ideas
- Form relationship with membership (leads that come out of the department) - follow up and allocate to KA’s (internal lead generation between various internal stakeholders with KAM - responsible for mining, managing and reporting)

**Reporting**
- Assist in compiling all Client Portfolio and Partnership related reports for submission to management

**Continuous Development**
- Evaluate trends and keep up to date with the latest relationship management techniques.
- Provide continuous innovative solutions

**Align, coordinate, and prioritize client requests and service escalations**
- Ensure SLAs are being met on open tickets and escalate as required.
- Update clients as necessary regarding their open queries and escalations.
- Gather client feedback on resolved closed issues, confirm satisfaction before ticket closures.
- Drive Client Escalation Process for identified Priority 1 queries.
- Assess client services issues and promote high-quality resolution of service and support.
- Act as a communications link between client and the sales teams.
- Advise and advocate on behalf of the client.
- Identify and determine opportunities for continued alignment in delivery for clients. Work with team leads and management to adjust and refine process as needed.

**Operational Administration**
- Perform project assignments related to service delivery operations and processes.
- Project manage activities related to service contract and project implementations for clients. Communicate and set expectations with clients and assigned technical resources.
- Assist and coordinate with leaders and department heads to identify and develop systems for improved departmental efficiency and sustainability.

**WHAT YOU'LL BRING TO THE TABLE?**
- Knowledge of business policies, processes and procedures, legal compliance
- NQF Level 6: Diploma in health, community, or business
- 3 - 5 years’ experience in a similar role 2 of which must be in the insurance industry and 1 of which should be in a supervisory role
- RE5 required.
- Technical knowledge of COIDA or life insurance
- Computer literacy (MS Office - Intermediate)
- Ability to interface with clients and staff.
- Ability to analyse, communicate, and coordinate tasks and relationships that need to adhere to standards.
- Exposure to Technical Operations (Desirable)
- Ability to work under pressure and meet deadlines.
- Ability to interact with middle and senior management.
- Knowledge of Financial accounting would be an advantage.
- Administrative skills
- Good Self-image (Presentable).

**WHAT WILL YOU GET IN RETURN?**

We offer great opportunities for personal and professional development in a stable company that’s 127 years strong. The role comes with a competitive salary package and v