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Specialist: Key Account Manager (INN8) Cape Town (57868)

Liberty Group · Cape Town, Sudáfrica · Onsite

  • Professional
  • Oficina en Cape Town
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Career Opportunities: Specialist: Key Account Manager (INN8) Cape Town (57868)

Requisition ID 57868 - Posted  - SBG Investments - Insurance & Asset Management - Standard Investment & Asset Management - Job Category (1)

Insurance and Asset Management is best positioned to provide comprehensive investment and asset management offerings, as well as insurance solutions, to our African clients.

Our goal is to meet our clients’ financial needs by offering holistic advice and competitive solutions during significant transition points in their lives. With our expertise in the Standard Bank Group, we are uniquely equipped to serve the financial needs of African clientele seeking trusted guidance on investment, insurance, and asset management solutions.

In fact, we go far beyond what you’d expect from financial services – all to make sure our clients have seamless access to a comprehensive range of services, through a pioneering digital ecosystem.

Purpose

To fulfil adviser (client) instructions for an assigned panel and thereby ensuring a seamless INN8 experience, as well as acting as the main point of contact for any escalation queries.

Minimum Experience

2 - 3 years experience in a similar environment

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Additional Minimum Qualifications

Outputs

Process

  • Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
  • Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
  • Plan for own task execution and advises on improvements related to area of specialisation.
  • Commits to achieving high quality results and provides a prompt, suitable and personalised service to customer’s that meets customer needs. Take personal accountability for delivery.
  • Take end-to-end ownership of transactions to ensure accurate record-keeping.
  • Ensure all cases of recurring problems are identified and rectified promptly.
  • Maintain appropriate records on CRM in line with process.
  • Ensure data (activity, sales and experience) is captured and reported accurately for their panel.
  • Provide insights to the SRM and other key role players based on their panel data.
  • Maintain customer service levels aligned to agreed Service Level Agreements and ensure that high service levels are met, maintained and continuously improved.
  • Proactively identify problems, determine cause and effect and work with Leadership to find solutions.
  • Identify opportunities for continuous improvement and sustainability of processes and practices to enhance service excellence. Perform various other related duties as required to facilitate the productivity of the department.

Customer

  • Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.
  • Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
  • Act as the first point of contact for incoming queries and interaction with advisers to ensure their queries are dealt with professionally and resolved in accordance with operational goals and standards to provide the highest levels of service to advisers.
  • Liaise with other business areas (such as GIP).
  • Liaise directly with SRM regarding any adviser requests/queries accordingly and keep them updated.
  • Develop an in depth understanding of the advisers and their needs, addressing queries and requests timeously, following issues through to resolution.
  • Foster a creative, collaborative and adviser focused relationship with all internal stakeholders to deliver solutions that are effective, pragmatic, and risk appropriate.
  • Support the SRM to develop, record, implement and track his or her strategies with advisers in their panels

Finance

  • Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

  • Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

Governance

  • Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
  • Ensures compliance with applicable regulations and legislation and adherence to risk guidelines, procedural controls, standards, policies and procedures.

Competencies

Liberty Values

    Technical Competencies

    • Research and Information Gathering (Basic)
    • Functional Policies and Procedures (Intermediate)
    • Continuous Process Improvement (Intermediate)

    Behavioural Competencies

    • Analytical Thinking (Basic)
    • Customer Orientation (Basic)
    • Customer service orientation (Intermediate)
    • External Awareness (Basic)
    • Interpersonal Effectiveness (Basic)
    • Relationship Management and Networking (Intermediate)
    • Teamwork and Cooperation (Basic)
    • Problem Solving and Analysis (Basic)
    • Communicating with Impact (Basic)
    • Persuading and Influencing (Basic)
    • Driving for Excellence (Basic)
    • Leading Change (Basic)
    • Entrepreneurial and commercial thinking (Basic)
    • Professional/Technical learning (Basic)
    • Resilience (Basic)

    Insurance and Asset Management (IAM) is an equal opportunity employer and are committed to creating an inclusive environment for all employees. As part of our commitment to Diversity, Equity and Inclusion, we encourage applications from people with disabilities.

    The job has been sent to

    Insurance and Asset Management is best positioned to provide comprehensive investment and asset management offerings, as well as insurance solutions, to our African clients.

    Our goal is to meet our clients’ financial needs by offering holistic advice and competitive solutions during significant transition points in their lives. With our expertise in the Standard Bank Group, we are uniquely equipped to serve the financial needs of African clientele seeking trusted guidance on investment, insurance, and asset management solutions.

    In fact, we go far beyond what you’d expect from financial services – all to make sure our clients have seamless access to a comprehensive range of services, through a pioneering digital ecosystem.

    Purpose

    To fulfil adviser (client) instructions for an assigned panel and thereby ensuring a seamless INN8 experience, as well as acting as the main point of contact for any escalation queries.

    Minimum Experience

    2 - 3 years experience in a similar environment

    Minimum Qualifications

    Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

    Additional Minimum Qualifications

    Outputs

    Process

    • Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
    • Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
    • Plan for own task execution and advises on improvements related to area of specialisation.
    • Commits to achieving high quality results and provides a prompt, suitable and personalised service to customer’s that meets customer needs. Take personal accountability for delivery.
    • Take end-to-end ownership of transactions to ensure accurate record-keeping.
    • Ensure all cases of recurring problems are identified and rectified promptly.
    • Maintain appropriate records on CRM in line with process.
    • Ensure data (activity, sales and experience) is captured and reported accurately for their panel.
    • Provide insights to the SRM and other key role players based on their panel data.
    • Maintain customer service levels aligned to agreed Service Level Agreements and ensure that high service levels are met, maintained and continuously improved.
    • Proactively identify problems, determine cause and effect and work with Leadership to find solutions.
    • Identify opportunities for continuous improvement and sustainability of processes and practices to enhance service excellence. Perform various other related duties as required to facilitate the productivity of the department.

    Customer

    • Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.
    • Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
    • Act as the first point of contact for incoming queries and interaction with advisers to ensure their queries are dealt with professionally and resolved in accordance with operational goals and standards to provide the highest levels of service to advisers.
    • Liaise with other business areas (such as GIP).
    • Liaise directly with SRM regarding any adviser requests/queries accordingly and keep them updated.
    • Develop an in depth understanding of the advisers and their needs, addressing queries and requests timeously, following issues through to resolution.
    • Foster a creative, collaborative and adviser focused relationship with all internal stakeholders to deliver solutions that are effective, pragmatic, and risk appropriate.
    • Support the SRM to develop, record, implement and track his or her strategies with advisers in their panels

    Finance

    • Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

    Learning and Growth

    • Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

    Governance

    • Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
    • Ensures compliance with applicable regulations and legislation and adherence to risk guidelines, procedural controls, standards, policies and procedures.

    Competencies

    Liberty Values

      Technical Competencies

      • Research and Information Gathering (Basic)
      • Functional Policies and Procedures (Intermediate)
      • Continuous Process Improvement (Intermediate)

      Behavioural Competencies

      • Analytical Thinking (Basic)
      • Customer Orientation (Basic)
      • Customer service orientation (Intermediate)
      • External Awareness (Basic)
      • Interpersonal Effectiveness (Basic)
      • Relationship Management and Networking (Intermediate)
      • Teamwork and Cooperation (Basic)
      • Problem Solving and Analysis (Basic)
      • Communicating with Impact (Basic)
      • Persuading and Influencing (Basic)
      • Driving for Excellence (Basic)
      • Leading Change (Basic)
      • Entrepreneurial and commercial thinking (Basic)
      • Professional/Technical learning (Basic)
      • Resilience (Basic)

      Insurance and Asset Management (IAM) is an equal opportunity employer and are committed to creating an inclusive environment for all employees. As part of our commitment to Diversity, Equity and Inclusion, we encourage applications from people with disabilities.