Role:

- As Program Manager : Responsible for the overall strategic steering and coordination of Regional World Programs, as well as customer relationship management for the Program.

- Responsible of Account management for all Managing Insurers within the Region.

- Contributes to improve customer satisfaction by ensuring operational excellence through harmonized processes and organizational model (Support the transition to One WA (BT) in the Region)

Main tasks:

As a team leader

- Manages, leads and motives local Account managers and sales support under his responsability

- Defines and coordinates priorities, objectives and ensure overall follow up  - Recruitment, training and competence development plan

- Develops and ensure achievement of targets

- Controls and optimizes account management compliance as regards to EH WA processes, business rules and systems.

- To inform and communicate on EHWA progress in your resp. Region / EHBUS management team

As Program Manager

Reach targets of portfolio growth and quality

- Ensure proper implementation of programs by taking an active role and ownership in the Business Implementation Committee (BIC) and co-ordination of World Agency teams both domestically and overseas.   

- Secure Renewal by delivering the correct balance of customer need with EHWA business targets and metrics, identify cross- and up-selling opportunities, ensure proper pricing and propose consistent terms and conditions during renewal.

- Perform Amendment on existing programs/policies by handling and understanding issues in an international framework, ensuring the ongoing integrity of the program and delivery of local client needs.

- Review and analyze and implement transfers requests from EHBUs to EHWA

Take personal responsibility for the implementation of group-wide quality of service standards

- be proactive in the ITMP project

- Service customers based on guidelines of Operational Manual  

- Interact and coordinate closely with other core functions (i.e., Risk, Claims, PA) in oroder to propose a broad customer centric service, as well as other EH WA Account Mgt Teams and EH WA Central Team

- Apply WA commercial underwriting standards to ensure profitability and quality of customer portfolio

- Be the main contact person with the Broker and client program management teams 

Complexity Requires / Future Challenges:

- Ability to build long-term relationships in changing business environment    

- Dealing with exceptional situations

- Ongoing change management 

- Ability to manage an Account Management team at Regional level 

- Deliver,  through an excellent organization of the customer relationship and first class execution, long-term profitability, high customer satisfaction rating (NPS) translated into high retention performance.

- Identifies new cross and up selling business opportunities

Knowledge / Experiences / Competencies required:

- Advanced knowledge of the credit insurance industry, products and regulations

- A previous experience in managing and co-ordinating large global / remote teams

- Advanced ability to manage multi-dimensional channels (e.g. brokers, direct customer, bank)

- Advanced ability to interpret insurance key performance indicators (eg. cost ratio, loss ratio) and act upon them accordingly 

- Expert ability to manage clients and portfolios of account (programs) on a global basis to deliver best in class customer service

- Expert ability to work to strategy guidelines to successfully achieve portfolio renewal

- Advanced ability to operate in a matrix structure

- Competent knowledge of basic IT systems (eg. MS Word, Excel) and ability to learn new systems

- Advanced knowledge of written and spoken English and French