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The Role
The account management function is to manage specific clients including day–to-day relationships, all service delivery matters, growth, profitability, pricing renewals and contract negotiations. The scope of the role is to support the team to expand and grow existing and new relationships including cross selling other AXA Partners products and services. The post-holder will work closely with the Commercial and Operations teams and be the key liaison between existing clients and the operations team.
What You'll Be Doing
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Assist Account Managers/Account Directors in order to achieve long-term relationships with all clients and stakeholders within the service delivery company to ensure excellent service delivery to both clients and their customers:
- Day to day contact for all designated clients
- Preparing meeting packs for weekly, monthly, quarterly and ad hoc meetings
- Preparing meeting minutes, updating working log and ensuring actions actively progressed to closure
- Dealing with escalated customer complaints from clients
- Mediating between the client and service delivery making sure all agreed MI is prepared/provided within contractual terms and ad hoc requests where appropriate are delivered. Investigating anomalies within reports, as required.
- Assisting the department in achieving contract renewal and price negotiations
- Working with finance, supporting with the invoicing of all client contracts and schemes and checking accuracy of client declarations
- Assisting with regulatory and company account governance and oversight requirements
- Transformation - Setting up new schemes on eCare system and Home Manager Case Opening/eRescue, using knowledge of terms & conditions and customer journey, supporting transformation agenda, telephony/IVR requirements and off-boarding products/clients
- Ensuring Help pages remain accurate at all times with timely updates to reflect product changes, product withdrawals etc
- Support the department with ad hoc projects, presentations and reports e.g., quarterly review presentations, daily winter updates, client comms etc
- Comply with departmental Minimum Standards
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Proactive management of all stakeholders to ensure excellent service delivery to both clients and their customers:
- Operations - ensure we treat customers fairly, meet service levels, provide customer satisfaction and are regulatory compliant
- Governance - ensure all services are in line with compliance and applicable legislation
- Manage internal department expectations to ensure all functions understand client requirements
- Manage implementation projects through their total lifecycle, including management of task allocation, buy-in, resources, compliance-checking, communication, revisions, launch etc
- Identify and outline the key milestones within the project and guide and coach colleagues as required to help with implementation
- Ensure onboarding and offboarding is actioned liaising with all applicable departments – legal, compliance, finance, operations, L&D etc.
- Ensure internal systems are updated with new scheme information and changes to existing contracts
- Ensure any system development is completed
- Ensure Finance, Compliance, Sales and Operational teams all have the same client product information and all supporting documentation is completed, signed off and cross referenced with each other
- Effective communication with learning & development, operational and finance teams to ensure successful launch
- Internal liaison with all internal departments to the deliver excellent service to the client and customer.
- Working closely with the commercial team to ensure smooth implementation of new schemes and changes to process
- Liaise with key stakeholders to ensure customer and client service delivery e.g. liaising with complaints team or compliance to update customer T & C’s
- Drive through improvement solutions
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Regulatory Responsibilities
The aim of the Senior Managers and Certification Regime (SM&CR) is to reduce harm to consumers and strengthen market integrity by making individuals more accountable for their conduct and competence.
- You must act with integrity
- You must act with due care, skill and diligence
- You must be open and cooperative with the FCA, the PRA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
What You'll Bring
- Ideally experience in insurance or financial institutions or assistance market in travel, home or motor
- Ideally, experience of working in B2B commercial or account management function, ideally within a service industry and knowledge of call centres and customer digital tools
- Would suit a candidate who currently works in this sector and looking to progress or move to a client facing role, or a graduate with some relevant industry experience.
- Proven experience of strong communication & organisational skills
- Proven evidence to use standard Microsoft packages including, Word, Excel, PowerPoint
- Excellent time management skills and ability to multi-task
- Resilient and tenacious with a strong propensity to persevere in a moving environment
- As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
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What We Offer
- Salary: up to £35k, subject to experience
- Hybrid work 3 days / week at the office
- Competitive Salary
- 25 days rising to a maximum of 27 days (based on a 5 day week)
- Retail Discounts
- Company Shareplan /Scheme & Loan
- Cycle2Work Scheme
- Discounted Home Insurance
- Employee Assistance Scheme
- Dr@Hand
- Discounted Gym Membership
- Free Financial Education/Pension Seminars
To Apply
To apply, click on the ‘apply’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa
Who We Are
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
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