Senior Client Relationship Executive

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

What you will do:

The Senior Client Relationship Executive (SCRE) is responsible for the overall relationship and financial management of our most complex clients including, but not limited to:

• Large clients or blocks of clients with complex benefit plans and administration requirements
• Clients who purchase Absence Management services with Sun Life
• Clients with complex technology needs including Application Program Interface (API), Reverse File Feeds (Payroll and Time and Attendance)
• May assume team leadership responsibilities

This position is a key strategic relationship management and revenue generating resource for policyholders, brokers and the Sun Life organization. This position is focused on internal and external partnerships and strategies that will result in long term growth and persistency.

The Senior Client Relationship Executive represents the entire range of employer and employee-paid Sun Life products and services their assigned brokers and policyholders, excluding Stop Loss and MGIS. The SCRE will proactively seek opportunities to increase revenue; both organically and through cross-sell opportunities.

The SCRE is a trusted advisor to the broker/policyholder and educates and trains their clients while maintaining the perspective of the client and Sun Life.

The SCRE will respond to the client’s needs by striving for and achieving internal alignment through collaboration.

Specific Accountabilities

• Establishes and maintains productive, professional relationships with key personnel for assigned clients and brokers
• Collaborates with SLF personnel, including support, service, and management resources, in order to meet client’s expectations and provide value-added solutions and meet growth and persistency objectives and managing client’s expectations
• Meet annual retention targets, business growth targets (including cross-sell) and client loyalty goals through Benefit Administrator (BA) satisfaction surveys
• Proactively assesses, clarifies, and validates client needs on an ongoing basis. Creates communication plans and clearly relays the information to clients and brokers.
• Develops and maintains excellent working relationships with the Client Advocate and/or Sr. Client Advocate and other internal service departments to oversee resolution of issues
• Participates in Finalist presentations representing the Sun Life account management and service value story.  Understands and clearly explains the value of Sun Life, our business partnerships and the strength of our products.
• Partners and collaborates with territory EBR / NAEBR to ensure a mutual understanding of territory goals and objectives.  Develops plans of action (through use of business plan) to act on those goals and objectives.
• Partners with Implementation Consultant throughout the implementation process
• Partners with Benefit Education team to strategize on enrollment and re-enrollment needs
• Conducts consistent, proactive education/outreach communication with brokers/clients in the form of: in person meetings, scheduled call-outs, email, conference calls, webinars, etc.
• Conduct Installation meeting upon completion of the implementation process to educate BA’s on Sun Life administrative policies and procedures (in person or by phone)
• Remains up to date on market changes that impact their BAs and provides consultation on how Sun Life may assist with their changing needs
• Conducts regular case reviews with internal departments as well as with the client, reviewing claims experience and administrative processes – identifies areas of concern and collaborates with brokers, clients and internal teams to address problem areas and recommend additional Sun Life products/services
• Facilitates the renewal process; accountable for renewal preparation and consultation with EBR/NAEBR and Underwriting  on overall service experience and client needs to best position the client to renew with Sun Life
• Acts as the liaison for agency partners and internal team;  display active listening skills and bridge relationships between Policyholders and Home Office partners to lead the team to find creative solutions in selling