Client Relationship Manager

Purpose

Key Tasks & Duties

• Identify clients benefit objectives.
• Agree and implement a client service plan and annual timetable of visits appropriate to the size and complexity of the client, to build commitment, develop relationships and review our performance.
• Implement, monitor and control consulting projects, including renewal/re-broking activities. Advise upon changes in perceived risk exposures and relevant legislative changes.
• Co-ordinate the use of other Lockton specialist teams where required.
• Review with appropriate associates at the earliest opportunity, any case under threat or where perceived vulnerable and implement, monitor and oversee a plan of action.
• Oversee delivery of client management information and relevant commentary.

Competencies

• Willingness and ability to continue to develop knowledge through formal and informal learning, both internal and external to the company.
• Knowledge of the resources available within Lockton and how to source such services. An understanding of the relevant classes of business.
• Ability to identify opportunities for business development.
• An understanding of the general, legal principles of insurance.
• An Understanding of insurer rating methods for each class of insurance.
• An understanding of risk management concepts and when these are useful to clients. Ability to broke and service the insurance needs of clients.
• Ability to prepare a broking presentation that accurately reflects the cover required and meets the clients' demands and needs.

Officership Behaviours - Associate

• Provide Excellence in Service to Our Clients, Our Markets, & Our Associates
• Takes personal responsibility for managing internal and external client relationships.
• Takes pride in and accountability for understanding and exceeding client expectations.
• Focuses on adding value.
• Delivers what the client expects, knows what they desire, and impresses them by delivering the unexpected.
• Written and verbal communication is clear and concise.
• Provide commitment to the development of ourselves & our associates
• Attend in house classes and workshops for continuing development.
• Attend training programs, conferences or courses to improve present job skills.
• Complete all mandatory training within agreed timescales.
• Take responsibility for own career and development.
• Treat all associates with dignity, fairness and respect.
• Represents Lockton well within the community.
• Be committed to enabling financial success
• Promotes growth through excellence in service provided
• Identifies and promotes cross selling opportunities
• Works with clients, markets & associates to ensure cash management is within agreed standards and targets
• Drive service excellence, efficiency, & productivity through effective business operational processes
• Demonstrates flexibility to change
• Identifies improvement opportunities
• Ensures quality is evidenced
• Ensures compliance with relevant legal and regulatory requirements through following
• Lockton policies and procedures
• Maintains specialised knowledge in order to provide maximum value to the client