SME Client Manager

Job description

Responsible for managing a book of business for existing SME accounts. Resolves complex customer issues. Identifies improvements to prevent recurrence. Educates clients on plan design and renewal options. Completes day-to-day account management tasks without immediate supervision. Tasks involve forward planning and anticipation of needs/issues. Resolves non‑routine issues escalated from partners and clients. Reports to the Head of SME Client Management. Manages a portfolio of SME clients in the GCC. Engages regularly with brokers and clients. Provides service and support with focus on business excellence. Conducts strategic meetings on retention rate, successes and challenges. Builds and maintains relationships with brokers and internal customers.

Requirements

• Excellent written and verbal communication skills
• Strong interpersonal skills
• Ability to take ownership and demonstrate initiative
• Sound knowledge of Excel and Word
• Knowledge of processes, procedures and systems
• Coaching skills
• Organisational skills
• Supervisory skills
• Basic leadership and management skills
• Influencing and negotiating
• Works well under pressure
• Experience of collation of data and statistical analysis
• Capable of prioritising workloads to meet tight deadlines
• Flexible and strategic
• Basic Microsoft applications – Outlook, Word, Excel
• Team working – internal/external
• Customer focus – internal/external
• Regulatory expertise
• Good business/product knowledge
• Good time management
• Understanding of GCC compliance requirements
• Database management with at least 98% accuracy in Salesforce

Skills