Sun life Việt Nam ★ 3.7

Job purpose:
The incumbent of this job is responsible for developing and implementing quality ratio K2 of client portfolio of agencies. Goals include generating K2 performance targets, developing and improving after sales services for clients.

Major accountabilities:
Relationship Management duties:
• Recruit, train and manage the Client Effectiveness (CE) team to take care of clients.
• Monitor, analyze and motivate the team to achieve the targets.
• Engage and support CE team to help the team achieve their goals.
• Assist CE members in handling complicated cases, even contact clients directly if needed
• Make sure CE members meet the following requirements:
- Take care of clients whose insurance policies are in the 2nd year and convince clients that have lapsed policies to reinstate their policies;
- Notify the premium payment deadline and convince and follow up with clients to pay the premium to keep their policies inforce;
- Coordinate with existing/servicing agent to collect premiums from clients on time / Save cases of refusal by convincing clients to keep paying the premium.
- Support and guide clients to pay insurance premiums (Including the collection of insurance premiums from clients via POS machine if customers have demand)
- Record and transfer to servicing agent to coordinate in answering questions of the clients related to the insurance policy.

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 departments and management
• Coordinate closely with related partners including CRM Manager, Territory Director and the sales team to resolve business-related issues of the assigned business unit(s).

Team Development:
• Regular coaching and development of CE team.