Relationship Manager
Gulf General Cooperative Insurance Company
Total years of experience :11 years, 7 Months
To primarily drive & maintain relationship with existing customers across assigned region. Assuming direct accountability of people, resources, sales renewal targets and business opportunities in the Region in line with Account executive officer’s objectives. Also responsible to coach and guide the Relationship executives towards their respective renewal sales target achievements.
Responsibilities
Improving the overall customer relationship, delivering reliable administrative support and customer service.
Acknowledging customers promptly and treating them in a courteous manner. Finding out what information, products or services the customer requires to meet his/her needs, providing clear, accurate and relevant information.
Maintaining a strong working knowledge of client portfolios / products with the company.
responsible for managing client relationships, developing account plans, and delivering proposals
Resolving customers’ queries within agreed authority.
Producing file notes after any client meetings, summarizing any additional actions required, including follow-up calls and site visits.
Contributing to the development of new products and services, based on customer feedback.
Sales activity planning, including reviewing existing customer files to identify sales opportunities.
Identify and plan learning interventions for team members in conjunction with Sales requirements
Compliance with legal requirements, industry regulations, organizational policies and professional codes.
Proactively assist in the implementation of the strategies and plans to achieve volume, revenue, and profit targets.
Proactively support the regional manager in the development of Key Performance Indicators for the purpose of systematic performance monitoring and quality measurement of the Relationship function and monitoring its achievements.
Maintain a focal ‘one point of contact’ to corporate clients and ensure superior customer service and a customer friendly approach to meeting their needs and resolving their queries.
Maintain and strengthen relationships with the existing corporate customers as well as building new relationships.
Build and maintain strong and effective relationships with all other related functions/units to achieve Bank’s goals/objectives.
Ensures adherence to Credit & Control policy and support the collection team on the collection of outstanding amounts prior to renewals and any instalments.
Reports on relationship activities and provide plans, forecast and renewals results to top management on periodical basis.
Ensures the update of customer records by obtaining necessary documents and information .
- Provide complaints reports for SAMA & Executive Management.
- Handling complaints from SAMA Complain System (SAMANET).
- Handling cases for the General Secretariat of the Committees for Resolution of Insurance Disputes & Violations (IDC) system.
- Develop and maintain professional relationship with customers and manage all escalated issues.
- Manage and analyze customer calls and coordinate with various departments for business issue resolution(medical approval, finance ...) .
- Prepare records for customer inquiries and complaints and ensure timely resolution.
- Manage effective relationship with customers and monitor management teams.
- Train employees for all operational procedures and policies.
- Supervise customer care processes and monitor staff performance.
- Analyze staff requirement and prepare schedule of work to ensure compliance to all business calls.
- Coordinate with logistics and finance department to achieve all business objectives.
- Resolve customer complaints via phone, email and mail.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Highlight repeated complaints and work as team with involved units to investigate and define the root causes and propose action plans for improvement.
- Ensure compliance with internal and external regulations with regard to complaints handling.
- Ensure all customers complaints are treated with required priority levels and closed accurately. Ensure minimal turn-around time on customer complaints and provide prompt feedback.
- Lead and manage production planning customer service.
- Develop analytics, systems and data management capabilities, including metrics and reports.
- Direct the hiring, training, supervision, mentoring, and performance evaluations of supply chain staff .
- Direct, coordinate, assign, monitor and review the work of individuals engaged in supply chain .
- Understand customers’ needs, service those needs, and maintain and develop
positive business relationships with a customer’s key personnel involved in or
directly relevant to supply chain activities.
- Manage vendor relationships (e.g., third party logistics).
- Collaborate with staff, other departments, senior management, and decision makers
to share information, problem solve, and to clarify management objectives.
- Oversee organization wide management of the strategic sourcing, procurement,
contracting, and evaluation of services.
- Manage / coordinate the sales and operations planning process including supply
/demand forecasting, inventory management, and on time delivery.
- Develop annual plans with prioritization and resourcing.
- develop and implement contract management and procurement frameworks,
sourcing strategies, negotiate agreements, draft and manage contracts, etc.).
-Implement and adhere to transaction management best practices.
- Monitor and analyze current trends in the marketplace.
- Direct and manage corporate governance and regulatory compliance.
- Identify and manage risk within the supply chain.
- Address tactical and strategic supply chain issues.
- Establish key performance indicators, monitor ongoing performance, and improve performance .
- Gathers and interprets relevant data (costs, productivity, demand patterns, etc.).
- Investigates problems, finds root causes, and develops solutions.
- Develops periodic performance reports and distributes them to stakeholders.
- Monitors contract compliance of carriers and other logistics service providers.
- Provides analytical support for projects, new business opportunities, and proposals.
, rent, buy, real estate management, ( it is the family business)
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