Relationship Manager (Agency) - Zurich Asuransi Indonesia

Job Summary

Develops and manages the relationship with selected distribution partners (such as brokers, agents, employee benefit consultants, banks etc.) at a global, regional or local level to promote the organization's propositions and to steer the business to deliver results. Ensures retention of existing portfolio, opportunities for growth and improvements of service delivery.

Business Accountabilities

• Build, develop and manage relationships with customers/distributors to promote the organization´s propositions, and implement distributors’ terms of business with the organization including negotiation, new offers, and closures and terminations where required.
• Identify opportunities and steer business to deliver sales against customer/profitability targets and quality measures.
• Work closely with colleagues in other functions (e.g. Proposition Management and Development, Marketing, Operations) to ensure sales campaigns are executed effectively.
• Monitor performance of assigned distributors against set expectations, identify performance gaps, define actions or make recommendations to the organization´s leadership (e.g. termination of agreements).
• Test and evaluate distribution processes and systems and provide recommendations for improvement to facilitate the continuous development of efficient working practices.
• Maintain oversight of service delivery to the customer, taking responsibility for escalated cases and providing coaching to other team members to ensure service expectations are fulfilled.
• Investigate and assess unusual and/or complex customer/distributor queries or service requests and/or claims and employ established techniques to determine an appropriate course of action.
• Manage the implementation of a project, either as a small discrete initiative or a defined part of a business change program to deliver defined objectives.
• Maintain and renew a deep knowledge and understanding of the company´s risk and compliance policies relevant to own area of work, highlight discrepancies and escalate or resolve as appropriate.