Client Services Assistant Manager

Job Title: Client Services Assistant Manager

Location: Pasig City

Summary:

The Client Services Manager will devote approximately 30% of their time to renewals process, 60% of their time to Sales Administrative support activities and the remaining time on account extensions. Key responsibilities include:

• Providing consistent administrative support to the Sales and Marketing Department in relation to the client renewal process, onboarding of clients and client reporting.

• Effectively managing a predefined list of existing accounts to ensure 100% renewal is achieved

• Generating proposals, pricing and contract negotiation across all medical and security service solutions as per guidelines and assigned clients or prospects.

• Assisting with tenders and RFP's as required.

• In conjunction with Operations, investigating and preparing draft responses to complaints handling and quality assurance events.

• Interfacing effectively with the Sales and Marketing, Operations, Billing, Commercial Desk and IT teams to develop and maintain strong working relationships to support the efficient and effective management of clients.

Account Management and Business Development Support:

• Assisting with the operational implementation of new accounts

• Assisting with the renewal Alert and process

• Driving client utilization through educating them on International SOS's products and services

• Membership card requests management (from order till delivery within set-up KPIs)

• Client review meetings

• Renewal discussions including quote creation, pricing and approval workflow with Commercial Desk

• Complaint handling, acknowledgement and service recovery

• Ad hoc queries and requests (Assistance Center Tour, Program introduction)

• Accounts Receivable/Cash collection: follow-up call to confirm invoice reception and acknowledgment

Analysis and Reporting:

• Support the Client Services Manager as and when required with:
o Supporting the renewal and business review process by generating client specific activity and utilization reports within the agreed timeframe and review with the relevant Business Development Director / Business Development Manager to ensure the accuracy of information and identification of any potential services issues and implement corrective actions to address the services issues

o Client utilization

o Market penetration and opportunities

o SalesForce utilization and compliance

• Ensure real time update of all client related activities into including performing the following activities:

-Managing the sales pipeline, from the start of all engagements with prospects/clients, timely updating any changes (i.e. stages, competitors and resolution causes for WON and LOST opportunities)

-Tracking of all activities/points of contact with prospects/clients, providing detailed information on what was discussed/decided and on exchanged documents

-Ensuring that all owned records (accounts, contacts, opportunities, etc.) are timely and accurately updated

• Drive and monitor SFDC usage and adoption

• Standard contract preparation, sending, chasing of contract signature, loading of final signed copy into SFDC

• Updates to Procedures and SFDC attachments (with Operations & Business Development Managers): Ops and Billing Procedures set-up and maintenance, contracts and Declaration attachments, Authorized persons.

Process/Project Management:

• Management of the end-to-end client renewal process for designated clients

• Management of the end-to-end new client set-up for designated clients

-'On-boarding' of new clients including the development of clear operations and billing procedures to allow the Operations Department to effectively service the client

-Act as primary account person for designated clients on educational matters

• Create and Close Quotes in Quoting Tool (Price Manager)

• Monitoring of issuance of client invoices within Contract Invoice Timing (CIT) through to successful delivery (with Finance)

• Provide training to operations as and when required

• Issue Certificate of Subscription from Quoting tool (Price Manager)

• Scripting updates (with Operations)

• Maintenance of paper client files

• Act as the primary inter-department liaison on operational / administrative matters.

• Provide training to operations as and when required

Quality of Service Management:

• Supporting Head of Client Services in providing the highest standard of service through:

• Maintaining data accuracy and integrity of client data in SFDC, Price Manager and INCA

• Ensuring that administrative data at the account, program and opportunity level is updated and up to date (contacts, addresses, dates, contracts, activities and subscriber declaration)

• Ensuring that procedures and operational information (Authorized Persons, Emergency Contacts and interface with Insurers) are reviewed, accurate and updated with the Assistance Centre audit as KPI.

• Providing feedback on how to optimize key Sales and Marketing processes re-engineering where required to gain further efficiency and effectiveness.

Key Responsibilities:

• Manage renewals occur on time and in accordance with the renewal process protocol.

• Manage timely support and information to BDMs/ AMs including:

- Ensuring Subscribers Declarations are up to date and completed

- Appropriate liaison with the Commercial Desk

- Monitor Account Receivable, Invoice and Credit Notes issues

- All contractual matters in conjunction with the Commercial Desk

- Service recovery or customer complaints in conjunction with Operations

- Implementation of new accounts in accordance with the new account protocol

- Attend client meetings

- Information and support material for client and prospect meetings, seminars and conferences

- Receiving and responding to incoming client communications including inquiries via phone, fax and email

- Preparing and distributing client reports including Case and Web Utilization, ensuring all hardcopy and softcopy files are complete and accurate

- Responses to Request for Proposals and tenders

- Ensure there is effective communication with Online and Security Account Management and all key contacts with clients

- Review claims and JLT costs each week and advise BDMs/ AMs of any new claims

- Be the Country Champion for SalesForce Systems

• Manage to build and enhance positive relations with clients through:

- Ensuring reports and information are accurate and on time

- Monthly, bi-monthly and quarterly telephone contact in accordinance with the Call Schedule

- Determining new client satisfaction and assistance through telephone contact one month, two months, three months, six months and nine months after the program commenced

- Telephone surveys following an evacuation or repatriation

- Ensuring invoices are mailed within one business day or being raised

- Implementation of strategies to increase utilization

• Manage SalesForce with accuracy and up to date information including:

- Authorizing Persons

- Pricing Information

- Coverage of population covered

- The Status (new, account extension or renewal)

- Forecasting information

- Reasons for Lost Accounts

- E-mail addresses of clients and prospects

- New clients are correctly shown

- Key contact or activity by Online and Security Account Managers

- Up-to-date procedures and instructions for Operations to access so there is no uncertainty on what should occur in the event of a case

• Manage to identify opportunities for selling additional products to clients.

• Manage ACS, especially the S&M part to overachieve % as set for country target.

Required Skills and Knowledge:

• Advanced MS Excel skill

• Skilled negotiator with good influencing skills. Good oral and written presentation skills are a must.

• Assist in project management of new & account extension business to ensure customer requirements are exceeded.

• Relationship building skills

• Computer literate (MS Word, Excel and CRM applications)

• Customer focused culture by utilizing data to recommend enhancements and changes.

• Good interpersonal & communication skills who can negotiate effective outcomes

Required work experience:

• Experience in an operationally / commercially focused analytical and/or Customer Services role.

• Research experience valuable

• Exposure to working in a cross-border engagement sales environment including previous working experience selling to emerging markets.

• Successfully working with other functions such as Finance and Operations

Required behavioral skills:

• Excellent numeric, written and oral communication skills.

• Ability to work in a multi-lingual, multi-cultural where consensus is the norm.

• Excellent time management skills with the ability to successfully manage numerous projects simultaneously

• Computer literate (MS Word, Excel, PowerPoint and CRM applications)

• Strong individual that can work autonomously and within a team to deliver results.

• Cultural sensitivity and awareness. Ability to work in a multi-lingual, multi-cultural environment where collaboration is the norm.

Required Languages:

• Ability to communicate in English fluently (oral and written) an absolute must. Ability to speak another language relevant to location and client base will be an advantage