Manager, Client Relations

Vitality Group, a subsidiary of Discovery Limited is responsible for the expansion of the Vitality Shared-Value Insurance business model beyond South Africa and the UK, serving to fully leverage the assets and intellectual property of Discovery beyond its primary markets. The business forms equity or contractual partnerships with leading global insurers to integrate Vitality and shared value with partner’s insurance and financial services products in the markets where they operate. Vitality Group also operates a business providing wellness solutions to employer groups in the United States. Vitality Health International, a business unit within Vitality Group coordinates and focuses on resource allocation to Discovery’s emerging, global health insurance initiatives. Vitality Group is also responsible for Discovery’s 25 percent equity investment in Ping and Health, the largest comprehensive medical insurer in China.

To date, Vitality Group’s businesses jointly reach more than 27 million unique lives across 40 markets (Argentina, Austria, Australia, Brazil, Canada, Czech Republic, China, Democratic Republic of Congo, Ecuador, France, Germany, Ghana, Hong Kong, India, Indonesia, Italy, Japan, Kenya, Macao, Malaysia, Mexico, Mozambique, Netherlands, New Zealand, Nigeria, Pakistan, Philippines, Poland, Portugal, Saudi Arabia, Singapore, South Korea, Spain, Sri Lanka, Thailand, the United States, Vietnam and Zambia) as well as our primary markets in South Africa and the United Kingdom.

Job Purpose

Manager, Client Relations responsibilities are to provide training and guidance on achieving client management success and utilizing best practices and established SOPs, provide day to day assistance on all client escalations or team questions and help grow and provide a foundation for career growth for all those that report to this position. Within Vitality, this role also has a responsibility to foster and grow relationships with internal departments to help with process improvements and program development. Externally, this role has a responsibility to grow client and broker/consultant relationships to maintain the high level of customer service to our clients and aid in client retention. Additionally, this role is responsible for assisting the team who reports to them on both client retention and client program success.

Key Outputs may include but are not limited to:

• To provide comprehensive development measures for all members the team using a system of proficiencies to measure their competencies as they relate to the key components of mastery for their job position. These measures are utilized to create development plans and then re-evaluate at points in time within each year to measure mastery and success and to assist in completing annual and mid-year performance reviews.
• To keep a pulse on client and broker relationships and make sure client satisfaction remains high. This is done through reaching out clients and gathering feedback, by reviewing client and member survey feedback, reviewing engagement plans and reporting and asking direct questions on results. Through these endeavors, success can be measured through positive feedback and by making improvements in areas identified.
• To look for areas of opportunity for process improvement within the organization and department. This is done by working with the team to identify inefficiencies that could be streamlined, or through conversations we have with our clients and brokers that identify areas of additive to our program. Success is measured by making processes leaner or developing new avenues that better the business and our clients.
• To provide the voice of the WSM team, clients and members when working with internal teams on program enhancements or changes. This is done by attending project planning meetings and design sprints where applicable. This is also achieved through beta testing design elements. By doing these things, we are able to voice concerns and suggest modifications for successful roll outs of changes to our members.
• Work with the team on developing and executing successful client retention plans, securing contract extensions when able.
• Deliver difficult messages to both staff and clients while communicating clear concerns or ideas to internal team members on project or internal decision-making processes.
• Making strategic decisions that benefit the business as well as the client as able.
• Recognize, identify, and act on red flags from clients that could affect retention.

Requirements

Required Experience

• 3+ years of Account Management experience required 1+ years of Team Lead/Supervisory experience preferred Demonstrated leadership ability with coaching/mentoring/training skills
• University degree in a related field or an equi