Head of Client Services and Sales

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.