Manager, Client Relationship Management & Quality Assurance

1 Job purpose

The incumbent of this job is responsible for developing and implementing quality ratio K2 Partnerships Solution’s portfolio clients second year. Goals include generating K2 performance targets of Partnerships Solution & SLV 75%, developing and improving after sales services for partners & SLV clients, monitoring PS Quality Assurance.

2 Major accountabilities

a. Relationship Management duties:

• Design the scheme, train and influence partners’ advisors to take care clients.
• Monitor, analyze and motivate the partners to achieve the client engagement target.
• Direct contact with clients, handling complex situations that come from clients
• Make sure the partners’ advisors meet the following requirements:

- Taking care of clients who have bought insurance policies for the 2nd year and convincing clients that have lapsed to restore the policy via phone, email, text message, zalo, etc.
- Notify the fee payment deadline and convince and follow up with clients to pay fees to maintain the validity of the contract during T-30 - T + 60
- Coordinate with partners’ advisors, customer services to collect fees from clients on time / Convince clients to pay fees and save cases of refusal to pay fees.
- Answer clients ' questions related to insurance products and benefits in the clients 's contract.
- Support and guide clients to pay insurance premiums (Including the collection of insurance premiums from clients via POS machine if customers have demand)

b. Relationship management:

- Coordinate and participate in regular meetings with the leadership to set orientation and unify the implementation of the plan and operational targets.
- Build up good cooperation with internal & external departments and management
- Coordinate closely with the partners customer services team & SLV for all business related issues of the assigned business units

c. Training activities:

- Be responsible of delivering sales and management skill in order to improve the quality and professionalism of partners’ customer services team
- Proactive in self-learning and improvement to meet up with job requirements, helping to improve personal productivity and effectiveness.

d. Planning and Strategy:

- Responsible for working with partners’ sales team & SLV to ensure smooth execution.
- Give good directions to improve the ratio K2 75% like as: call quality, how to coordinate effectively, after-sales client care programs …

e. Team Development:

f. Monitoring PS quality assurance:

- Monitoring & review: Track and analyse sales & field management risk indicators that are covered by market conduct standards (MCS), risk indicator monitoring (RIM), annual risk plan, internal audit or compliance issues; and identifies the “red flags” that require follow-up and intervention. Provide summary reports as required by Distribution department, regional and local compliance. Develop and maintain appropriate database for documentation of quality assurance and monitoring initiatives.
- Communication and reporting: Prepare the appropriate communication materials to be sent to the affected advisors. Maintain a follow-up reporting system for partners/advisors’ feedback and case resolutions. Respond appropriately to partners/advisors’ feedback and escalates cases as deemed necessary.
- Process improvement: Collaborate with other business units for enhancements in the system-generated reports with the end in view of improving the accuracy or adjusting the scope of the report, to make it relevant to the changing business requirements. Regularly review the quality monitoring process against changes in company policies and/or external regulations.