Client Relationship Manager

About This Role

Purpose

To develop, manage, preserve and enhance the relationship and service provided to clients. To ensure delivery of an exemplary service and contribute towards expanded client revenue goals, including assisting in the acquisition of new business.

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