Client Relationship Manager

Role Overview

The Client Relationship Manager is responsible for cultivating, sustaining, and enhancing client relationships and service delivery. This role aims to provide exceptional services to clients and support revenue growth efforts, including helping to acquire new business.

Key Responsibilities

• Determine client benefit goals and objectives.
• Develop and execute a client service plan with an annual schedule of visits tailored to the client's size and complexity to foster commitment and strengthen relationship while reviewing performance.
• Manage and oversee consulting projects such as renewals and re-broking tasks, advising clients on changes in risk exposure and applicable legislative updates.
• Coordinate collaboration with Lockton’s specialized teams as needed.
• Promptly escalate cases at risk or with vulnerabilities by coordinating and monitoring action plans.
• Supervise the delivery of client management reports along with insightful commentary.

Required Competencies

• Strong commitment to continuously expanding professional knowledge via formal and informal learning, both internally and externally.
• Familiarity with Lockton's resources and team capabilities, as well as the types of insurance business involved.
• Capability to spot and develop new business opportunities.
• Understanding of insurance legal principles and insurer rating methodologies across various insurance classes.
• Knowledge of risk management principles and their practical applications to client needs.
• Skill in brokering and servicing clients' insurance requirements, including preparing presentations that accurately define coverage to meet clients’ demands and needs.

Officer Behaviours - Associate Level

• Accepts personal accountability for managing both internal and external client relations.
• Strives to exceed client expectations by ensuring value delivery and clear, concise communication.
• Proactively contributes to personal and associate professional development through training programs, workshops, and mandatory learning.
• Demonstrates respect, dignity, and fairness in interactions with colleagues and represents Lockton positively in the community.
• Supports financial success by promoting growth through excellent client service, identifying cross-selling opportunities, and managing cash effectively.
• Embraces operational efficiency and quality by adapting to change, identifying improvements, ensuring compliance with legal and company policies, and maintaining specialised knowledge to maximize client value.