Head of Client Services and Sales

SUMMARY:
The Head of Sales and Servicing is responsible for implementing the growth and service strategy of the organisation, ensuring the alignment of business development and client service activities with the overall company goals.

POSITION INFO:

Business Development and Sales:

• Develop and execute a growth strategy focused on financial gain and customer retention.
• Identify and pursue new markets, customer needs, and sales leads.
• Arrange business development meetings with prospective clients, brokers, and key stakeholders.
• Manage new business pipeline, follow-up, and organic growth initiatives.
• Set targets for new and organic growth, track progress, and report outcomes to shareholders.
• Prepare and present sales materials, packs, and presentations for potential clients, unions, and brokers.
• Promote company products/services, addressing client needs.

Client Relationship Management:

• Establish and maintain professional relationships with key personnel in assigned accounts.
• Drive new business while retaining and growing existing client relationships.
• Oversee and report on client relationship and key account management activities.
• Conduct presentations to prospective clients and manage onboarding and implementation processes.
• Ensure seamless handover to Key Account Managers (KAMs) for after-sales support.
• Execute and oversee aggressive organic growth strategies with the team.
• Ensure SLAs with clients are met and exceeded, driving a high-performance culture within the team.
• Build and maintain healthy relationship with Scheme and BOT.

Strategic Leadership:

• Collaborate with marketing, managed care, implementation, and sales divisions to achieve organisational goals.
• Plan and allocate resources for year-end revision processes and client service provisions.
• Provide strategic input and involvement in group projects, managing escalated client queries effectively.

Team Management and Development:

• Lead and manage the Sales and Client Services teams, including Key Account Managers and Customer Service Consultants.
• Identify training needs, design effective programs, and mentor new employees.
• Monitor employee performance, update training manuals, and ensure continuous improvement.
• Foster a collaborative, customer-centric, and results-driven team environment.

Reporting and Financial Management:

• Prepare and present monthly, quarterly, and management reports on sales, client services, and business operations.
• Institute financial controls, manage the department budget, and implement cost-effective strategies.
• Monitor and report on sales revenue, pipeline achievements, client satisfaction, and other key metrics.

Operational Efficiency:

• Design and implement processes for operational efficiencies, continuously improving activities to meet customer expectations.
• Manage events and stakeholder relationships, overseeing the application process and communication with HR and membership departments.
• Oversee client service provision in the medical aid and financial services industry, ensuring adherence to industry standards and best practices.