Department: Client Services

Reports To: Account Manager

Job Purpose:

To manage and assume accountability for the operational delivery of warranty products across designated accounts within a product sector.

To provide a first class supporting role to both the Sector Account Manager and senior management within the Commercial Division.

Working within a team of Product Managers, Account Managers, Account Handlers and/or Administrators you will be responsible for the end to end process of setting up new accounts and ensuring retention of existing medium/large client accounts by providing an effective service to the clients and maximising income by using initiative whilst ensuring profitability of all schemes.

Duties & Responsibilities:

Monitor and increase new business & renewal income on designated client accounts within a product sector, with accountability for achieving and exceeding budgets.

Take full account handling responsibility for specific client accounts.

Identify and implement the most commercially viable operational solutions for warranty schemes, campaigns and projects for accounts in designated product sector.

Support the Commercial Division and Sales in maintaining and building relationships with existing and new clients.

Attend or manage external client meetings and provide operational guidance.

Chair internal project meetings with colleagues/other depts.

Provide an escalation route for operational issues both internally and for clients.

Take responsibility for resolving escalated issues through priority management and collaboration.

Co-ordinate the set up and ongoing operational management of new accounts and schemes.

Develop a thorough knowledge of the business and culture of clients within designated sector and use this to develop relationships and opportunities.

Report monthly on new business & renewals against budget and other business performance indicators for designated Accounts, highlighting key achievements and issues arising, with an action plan for addressing issues.

Produce and analyse reports on an ad hoc basis.

Adhere to internal procedures and controls to ensure the integrity of the service to the client.

Understand compliance and current legislation related to warranty provision.

Be accountable for proof reading and sign off of customer and client facing documents and artwork in line with current legislation and Commercial Division objectives.

Be accountable for incoming data, and ensuring mailings are sent out on time.

Become involved in understanding the budget & forecasting process and give input on the accounts you are responsible for.

Understand new financial kpis in terms of the number of live plans, the impact of annual v’s extended plans, v’s budget.

Be comfortable liaising with senior managers internally and externally and offering advice about existing products and promoting value added services.

Key Deliverables and Performance Indicators:

Achievement of warranty income generation against budget.

Production and delivery of business plan for key accounts within designated sector.

Contributing to Monthly sector new business and operational issues report.

Contributing to Commercial Monthly meeting by updating Management on your accounts.

Appropriateness, accuracy, timeliness and efficiency of new scheme / campaign set up throughout designated sector. Identification and resolution of operational issues.

Demonstration of increased new business and renewal income, improved business processes and improved client relationship management.

Development of team members including performance review documents.

Handling and responding to product queries from clients quickly, efficiently and accurately.

Monitoring the performance of clients with regard to targets and standards.

Keeping abreast of market conditions and developments.

Building up detailed knowledge about the company's products; Collaborating with internal sections of the business in order to meet client demands.

Commercial and financial awareness, for example the impact on the overall financials if your accounts are behind budget.

Essential criteria:

Key Competencies:

Product and service expertise.
Project Management.
Attention to detail.
Initiative.
Communication and collaboration.
Building effective relationships.
Analytical thinking.
Financial and operational awareness.
Report writing.
Organisation and planning.
Time management.
Commitment.
Results driven.
Self confidence.
Focus on client/customer.

Qualifications/Experience:

A Level and Degree standard education are preferable, but consideration would be given to candidates without formal qualifications.
A high level of literacy and numeracy and confidence in communicating with people at all levels of authority.
Client account handling/management or similar experience would be preferable.
Confident user of Microsoft Office (in particular Excel) and experience using Lotus Notes, Dataselect (data interrogation tool) Adaytum, or other similar packages would be preferable.