Head - Client Servicing & Retention - Group Health Insurance

Head - Group Health Insurance - Client Servicing and retention

Our client is hiring a Head of EB (Bangalore) to build the Bangalore based account management team from the ground up and deliver a differentiated client experience to the growing portfolio in Bangalore.

Responsibilities :

- Own responsibility for the satisfaction and retention of client portfolio in Bangalore.

- Build a great Bangalore-based team of 7-10 Account Managers - owning recruitment, training and L&D.

- Serve as the final escalation point for team's client portfolio

- Work with VP Customer Success and COO to identify new areas to improve the customer experience and create customer delight - across onboarding, endorsements, claims, wellness, and medical services.

- Work with Account Managers to guide them through renewal and cross-sell opportunities.

- Manage and track key performance indicators (KPIs) around responsiveness, check-ins, and other key leading indicators of churn in our clients.

- Support sales in prospective client meetings and work with marketing to share opportunities for customer references and case studies

Requirements :

- 8-14 years of experience excelling in client-facing roles in health insurance at a broker, TPA, or health insurance company.

- Experience managing an account management team with proven ability to coach, mentor, and develop individual contributors

- Must be customer obsessed and committed to not just satisfying, but delighting customers.

- Naturally curious, with excellent critical-thinking skills

- Should have strong problem-solving skills, with excellent written and verbal communication

- Advanced knowledge of Microsoft Excel/Word

- Bachelor's and Master's degree from a renowned college or university.