Channel Optimisation Manager will be responsible for the strategic development of key, assigned clients. This will include retaining and extending the client contract, building a wide, deep network of client contacts, delivering the annual operating plan and identifying and delivering growth opportunities, day to day management of the client, delivery of our service obligations and working with key functional areas to enhance continually the customer experience. The role will include supporting the profitable growth of the client, the delivery of the plan and identification of new business opportunities

• Work alongside the Account Director and liaise with clients in multiple territories to create the annual client plan, ensuring stakeholders are aligned during delivery of this plan
• Contribute to the creation of and delivery of client P&L as well as identifying and delivering new business opportunities to drive incremental value
• Develop and maintain sustainable and profitable long-term relationships with clients, ensuring optimisation and engagement with strong strategic direction
• Build effective and strategic client relationships, positioning Assurant as a trusted advisor and be responsible for day-to-day management of the client account
• Build sustainable client relationships and develop enhanced client engagement through driving client understanding and advocacy
• Contribute towards the commercial management, development and delivery of client plans – being specifically responsible for key accounts (what’s the key accounts that this role will handle).
• Lead and where needed support the Account Director in the delivery of specific goals within client plan
• Responsible for preparation of meeting materials, minutes & action logs
• Responsible for service delivery and ensuring that key SLA and KPIs are delivered
• Maintain oversight of the contracted service to the client, quickly Identifying and resolving issues which may arise with customer experience via analysis of customer feedback, root cause analysis of complaints and deliver an action plan to remediate and removing points of friction through driving continuous improvement
• Responsible for delivery of client requirements via management of an internal virtual team.
• Support, mentor and develop new team members
• Ensure that both internal and external governance processes are adhered to

Qualifications:

• Excellent Client relationship management skills
• Excellent customer service provided through good knowledge of product range, supporting systems and the business sectors that we work in
• A proven ability to build strong relationships with management & key internal stakeholders
• Successful track record of delivering customer change initiatives
• Knowledge of insurance sales processes, to be able to adapt processes effectively where appropriate to meet customer needs
• A broad, up to date knowledge of developments within the insurance and financial sectors and the markets in which our partners operate
• Ability to identify opportunities to develop and grow the Account
• Familiar with the relevant departmental and companywide procedures, policies and guidelines
• Good interpersonal skills, ability to work as a team member
• Skilled in Influencing and negotiation
• Effective communications and networking skills
• Strong Presentation Skills
• Business Consultancy skills
• A self-starter that is able to work with minimum supervision