Junior Key Account Manager

Full description

Business Unit Hollard International Job Family Operations - including Claims, Policy Servicing, Underwriting and Retentions Department Operations Job Type Classification Permanent Job Grade C5 Reporting To General Manager: Account Management & Operations Number of Positions 1 Location - Town / City Johannesburg Job Advert Summary Hello…an exciting new opportunity has just become available in our Hollard Health, Operations area for a Junior Key Account Manager. As Hollard Health, we are passionate about Africa and we believe that the most powerful way to create a better future for the continent, is to improve the health of her people. We bring unrivalled healthcare to businesses operating across Africa by providing locally admitted, and therefore compliant, health insurance with value-for-money benefits and global administration capabilities. HH, a division of Hollard International provides African health care solutions to employer groups and brokers. This role will be responsible for managing and growing strategic client and broker relationships across Hollard Health's African portfolio. The role serves as the primary point of contact for employer groups and brokers, ensuring successful onboarding, service delivery, client retention, renewals and business growth. The incumbent works closely with internal stakeholders to deliver exceptional client experience while identifying opportunities to expand existing client relationships and protect revenue.This role will manage the HH Africa book of business with clients ranging from small local entities to large multinational entities. You will be expected to build and maintain a strong relationship with the clients and you will be the lead point of contact for all key client matters, to ensure the overall satisfaction of our client. This role will also source and secure new business from existing clients or contacts and will develop new relationships with potential clients in conjunction with the sales team. Key Responsibilities - Build trusted, strategic relationships with employer groups and brokers by understanding their needs and acting as the primary point of contact for Hollard Health (HH). - Manage end-to-end onboarding and implementation of new clients, coordinating internal stakeholders, agreed deliverables and timelines. - Coordinate communication between clients, brokers and HH operational teams to ensure service commitments and agreed turnaround times are met. - Resolve complex client and broker queries, complaints and escalations, engaging relevant internal teams and third-party administrators where required. - Negotiate client contracts, service standards and turnaround times in line with HH governance and commercial requirements. - Develop strategic partnerships with key broker houses and collaborate with Sales to identify new-business, cross-selling and upselling opportunities. - Lead renewal and retention planning, using client engagement and service data to identify non-renewal risks and implement mitigation actions aligned with budget targets. - Prepare and present regular account-performance and quarterly business-review reports to clients and internal stakeholders. - Coordinate client events, product training and networking activities, and promote effective member use of HH tools and applications. - Travel within African markets as required to support client implementations, face-to-face engagements and service resolution. Required Knowledge and Experience Experience - 5 – 6 years' Health Insurance experience in similar role. - Experience managing corporate clients, brokers or employer group relationships. - Proven experience in client onboarding, renewals, retention and service management. - Experience in resolving complex client issues and engaging with multiple stakeholders. Knowledge - Ability to multitask, priorities, and manage time efficiently. - Goal-oriented person. - Solid conflict resolution. - Team player. - Positive attitude. - Leadership skills. - Self-motivated. - Excellent interpersonal skills. - Stakeholder management. - Client or customer centric. - An in-depth knowledge of the healthcare industry is essential. - Excellent verbal and written communication skills. - High level of presentation skills. - Ability to influence. - Computer literacy with superior Excel skills. - Strong negotiation skills, with ability to follow-through and see the task to completion. - Ability to multitask and manage multiple client accounts. - Fluent in English, the ability to converse in French and Portuguese will be an advantage. Educational Requirements - Matric (Grade 12) or equivalent. - Relevant Diploma or Degree in Business, Commerce, Healthcare Administration, Marketing or a related field is essential.