Senior Associate – Key Accounts Customer Care

Job Overview

This role is responsible for overseeing all Key Account delegates within the designated region, maintaining strong relationships with Group Secretaries (GS) and Relationship Managers (RM) while ensuring adherence to Service Level Agreements (SLAs) as well as company policies and processes. The position aims to deliver exceptional customer service and lead the customer care team to strengthen client relationships and achieve organizational goals aligned with the company's service strategy.

Cross-Functional Relationship Management

• Oversee interactions with Group Secretaries across various regional groups to foster positive rapport.
• Analyze customer complaints and behavioral patterns across different groups to proactively address issues and prevent future complaints.
• Collaborate closely with operational units such as membership, back office, customer service, and reimbursement claims teams to meet agreed service levels.
• Ensure high satisfaction levels among Group Relationship Managers throughout the regions.
• Implement service initiatives and projects, including policies, procedures, Kaizens, and continuous improvement communications.
• Resolve escalated customer inquiries and complaints to satisfaction.

Key Account Operations and Daily Service Management

• Proactively monitor and manage service plans and team performance, ensuring all operational KPIs are achieved.
• Oversee daily operations to maintain efficiency and compliance with company policies and procedures.
• Forecast workloads accurately to secure necessary resources and tools for optimal customer service delivery.
• Continuously analyze daily activities to enhance processes in alignment with performance metrics.
• Prioritize and assign tasks effectively to ensure smooth operational workflow.

People Management and Talent Development

• Set goals clearly and manage ongoing performance evaluations.
• Provide constructive feedback, coaching, and opportunities for professional growth.
• Inspire and empower team members by equipping them with the tools and support needed to meet organizational development goals.

Required Skills and Experience

• Extensive experience in customer service within sectors such as telecommunications, insurance, healthcare, banking, or FMCG.
• Strong multitasking capabilities and the ability to perform under pressure.
• Commercial acumen combined with a customer-centric approach.
• Exceptional problem-solving, analytical thinking, and troubleshooting skills.
• Excellent follow-up, communication, and negotiation abilities.