Account Manager
AON Middle East LLC
Total years of experience :20 years, 10 Months
As Account Manager
The job involves managing the assigned client accounts. In addition, an Account Manager should conduct regular meetings with the clients, supervise in preparing reports such as quarterly scheme performance reports (claims reports), client proposals (renewal & new), handle policy contracts, client queries, perform market research, supervise, and ensure quality service delivery etc.
Key Result Areas:
• Prepared reports such as quarterly scheme performance reports (claims reports), client proposals (renewal & new), handle policy contracts, client queries, perform market research, and ensuring quality service delivery
• Identified New / Renewal business for the organization by following submission of satisfactory underwriting and risk management solutions to the Clients
• Administered risk by liaising with internal and external auditors for risk audits
• Assured documentation to clients is correct and complete in every respect; verified documents received from insurers and correcting the same, if necessary
• Supported the claims team in resolving claims related issues both with the client and the underwriter and escalated with the top management if necessary
• Arranged meetings with the client to update on the scheme performance on quarterly basis and prior to the scheme renewals
• Advised the Account Executive for the marketing of the policy 90 days in advance of renewal date and nominate the panel of underwriters to be approached
• Provided detailed report to the client following the marketing exercise and offer professional advice on course of action
• Monitored latest trends in the market including legal and governmental requirements and ensured their compliance within client portfolio; monitoring the business activities of the client closely
• Prepared recommendations for the settlement of claims; updated clients’ files and maintained record of payments made & received
• Drove process improvements throughout the operation; Improved operating performance of application processing, policy issuance, billing, commissions and customer service
• Developed crucial communication mix to reach internal & external customers; aligned operating team goals to Voice of Customers (VOC) and made a key performance indicator
• Implemented strategic plans & processes; developed and delivered need-based training for steering process improvements and change management
• Played a significant role in long-term planning, including an initiative geared toward operational excellence
As Asst. Operations Manager
Support the Operations Director by coordinating the operational tasks of the department. Manage and improve the overall performance, productivity, efficiency, and profitability of departmental through the provision of effective methods and strategies
Highlights:
• Improved the operational systems, processes and policies in support of the organizations mission
• Assisted in better management reporting, information flow & management, business process and organizational planning
• Supervised the enrollment team on da-to-day job assignments and step in whenever required
• Acted as single point of contact / escalation between Insurers & Internal Operations & Account Management team
• Ramped-up any operational issues with insurers through regular interactions & ensuring timely solutions
• Solved regulatory & compliance issues with Insurers, Clients, Internal teams & UAE Health Insurance Regulator
• Acted as Head of team for testing each release of AON’ online platform “Aonlink - Benefit Administration System” new version with our IT / Vendor team
• Participated as Team Member for program testing (UAT-User Acceptance Testing) during the process of data migration
Highlights:
• Administered medical underwriting including industry regulations, procedures and plans
• Acted as single point of contact / coordination between External Audit Team, Claims Administrators & Management
• Ramped-up the client satisfaction score by 95% through regularly interacting with clients and ensuring that queries and escalations were addressed on time
• Managed customer service operations, ensured customer delight by achieving delivery & quality service by the meeting agreed timelines
• Reduced client complaints from 30% to 5% through adhering to documentation, systems and processes
• Devised effective workflow processes, controls & systems to ensure operational excellence
Highlights:
• Managed Life, Disability, Credit life and Medical Insurance including industry regulations, procedures and plans
• Steered a team of staff managing workflow, capacity planning, queues allocation and tasks assignment
• Ensured precise policy contracts, member enrolments, billings and premium receivables
• Nominated as a cross-training resource and trained new Staff and Managers on the process
• Played a key role in accelerating the administration routines and building an organized filing system
• Initiated training initiatives for improvement in customer service for new joiners
• Acted as:
o Head of team for testing each release of new version, COMPASS (Application System) with IT team
o Team Member for program testing (UAT-User Acceptance Testing) during the process of data migration from old application system (TOGAS) to new application system (COMPASS)
• Actively participated in Restructuring operations as a Team Member and Development of a Medical Application System (IT Project)
MetLife:
►GROWTH PATH :
• Mar’00 - Dec’05: Group Administrator - Corporate Solutions
• Jan’06 - Dec’06: Team Leader - Corporate Solutions
• Jan’07 - Dec’09: Supervisor - Corporate Solutions
• Jan’10 - Sep’10: Assistant Manager - Corporate Solutions
Merit
Merit