Business Development Manager

Business Development Manager

We invite suitably qualified candidates to fill the position of Business Development Manager at our Head Office in New Kingston.

ROLE AND CORE FUNCTIONS OF JOB:

• To contribute to the attainment of the company’s marketing objectives and growth targets by providing excellent customer service and maintaining contact with brokers/agents, as well as other significant sources of business, developing goodwill and productive relations.
• Supervise daily operations and personnel of the Customer Care Centre aiming for maximum efficiency and cost-effectiveness. Also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
• To ensure that the company’s service standards are maintained
• To seek out new avenues for business development and growth

FUNCTIONAL RESPONSIBILITIES

 Business Development

• Liaise and build relationships with a range of stakeholders, e.g. customers, financial institutions, brokers, corporate entities, suppliers and colleagues.
• To be the main liaison between all direct affinity groups and the Company for all matters, including claims issues, and to lend support for Brokers
• Assist with organising, attending, hosting and participating in events and exhibitions to promote the company.
• Monitor and report on competitor activity and pricing.
• Contribute to the business development of long-term strategies and initiatives.
• Assist in the delivery of approved strategies either through public presentations or training.

Customer Care

• Develop objectives for the customer care center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Assist in establishing the customer care centre’s objectives.
• Collect and analyze call-centre statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Make recommendations for the continuous improvement of the Customer Care Centre
• Manage the Groups eServices back office
• Hire, coach and provide training to personnel to maintain high customer service standards
• Ensure staff members are achieving desired service levels and taking corrective action, as needed
• Monitor and improve customer contact, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time, conversion rates etc.)
• Develop presentations and talks to motivate and educate call center agents
• Communicate company goals to associates so every employee understands his or her role
• Conduct performance appraisals for all reports

Underwriting:

• Ensure that all targets as stated in the budget are achieved.
• Provide quotations for prospective and existing accounts according to the underwriting guidelines of the company consulting, with the VP Insurance Operations, where necessary.
• Develop new direct corporate accounts and retention of 80% of existing portfolio;
• Monitor performance of all corporate accounts on an on-going basis to ensure that budgeted loss ratios are achieved;
• Analyze corporate accounts three months before renewal and provide comprehensive information on terms and conditions to be imposed.
• Ensure producers are visited regularly to:
  • Solicit new business;
  • Engender productive working relationships
  • Facilitate familiarization with the company’s products and systems
  • Solicit feedback on the company’s customer service
  • Maintain a presence which will facilitate the growth of the portfolio
• Liaise with the Claims Department to ensure speedy handling of claims for clients within  portfolio; and to assist with any other claims problems arising;
• Assist the Finance Department with any problems which arise with collections.
• Resolve customer complaints from intermediaries consulting with/referring to appropriate team members to address issues and follow-up matters to ensure appropriate closure.
• Perform any other duties which may be assigned from time to time

Training

• Plan and execute ongoing training seminars for intermediaries (agents and brokers) or significant sources of business to familiarize them with the company’s products, services, systems.
• Ongoing training for all staff  reports