Job Description

Helloxe2x80xa6an 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 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.Additionally, you will be required to:

• Retain new business and ensure that the clients are onboarded correctly.
• Ensure that the customer journey is member centric, provide onboarding and membership presentations, throughout the memberships relationship with HH.
• Lead member presentations with brokers and clients.
• Manage complex underwriting issues in relation to clients based on policy writing terms, risk, and impact.
• Quarterly (or as and when needed) engage members on the benefit of upselling or downgrading.
• Be the escalation point for the clients, brokers and members

• Develop a solid and trusting relationship between our clients and HH.
• Manage engagements with the HH in-country partners.
• Understand the HH geographies with a clear focus on healthcare infrastructure.
• Resolving key client issues and complaints.
• Develop a complete understanding of the key account needs and requirements.
• Manage communications between key clients and HH back-office teams.
• Project manage the new business take on process for new clients from start to finish.
• Travel in country (the rest of Africa) when required to.
• Negotiate HH contracts with the client and establishing agreed TATs.
• Build strategic partnerships with key broker houses.
• Collaborate with the sales team to maximize profit by up-selling or cross-selling.
• Plan and present reports on account progress and quarterly reports.
• Have a thorough understanding of the reporting on the accounts performance and related trends.
• Meet all client needs and deliverables according to proposed timelines.
• Expand relationships and support the sales team with presentations.
• Co-ordination of events, training sessions and networking events.
• Filter queries and direct to client services where applicable and handle those directed to Key Accounts Manager.
• Resolve complex queries in their uniqueness (web-based channels, applications, product etc.), offer training and handle complaints if not resolved follow escalation channel such as the TPA.
• Have a detailed understanding of the underwriting rules.
• Ensure accurate onboarding of a new client.
• Implement membership retention policies and procedures.
• Drive member engagement with the tools HH provides to members.
• Drive and support initiatives to increase utilisation of the HealthMov app.
• Communicate with clients and brokers all initiatives run in HH.
• Ensure that clients and members understand the HH network philosophy and strategy and effectively manage feedback on network expansion and complaints.
• Strategize on how to go about renewals and ensure that clients are retained in line with the budget targets.
• Negotiate with the client and the underwriting team to ensure that all clients that HH wishes to retain are renewed at sustainable prices for the client and HH.
• Analyse data on client engagement to predict trends.
• Adhoc projects to support any initiatives to deliver a better broker, client and/or member experience.

Hollard