The Role
- As Program Manager: Responsible for the overall strategic steering and coordination of World Programs, as well as customer relationship management for the Program.
- As Managing Insurer: Manage the relationship and commercial activity for a portfolio of clients where another MNC team provides the strategic lead
Future Challenges
- Deliver, through an excellent organization of the customer relationship and first class execution, long-term profitability, high customer satisfaction rating (NPS) translated into high retention performance.
- Identify new cross and up selling business opportunities, build and execute plans to convert these opportunities
- Support the transition to One MNC in the Region
Main Tasks
Under the guidance and reporting to Regional Account Director, APAC, Allianz Trade for Multinationals,
Reach targets of portfolio growth and quality
As Program Manager
- Ensure proper implementation of programs by taking an active role and ownership in the Business Implementation Committee (BIC) and co-ordination of MNC teams both domestically and overseas.
- Secure Renewal by delivering the correct balance of customer need with MNC business targets and metrics, identify cross- and up-selling opportunities, ensure proper pricing and propose consistent terms and conditions during renewal, according to CUW authority rules and guidelines
- Perform Amendment on existing programs/policies by handling and understanding issues in an international framework, ensuring the ongoing integrity of the program and delivery of client needs.
- Review and analyze and implement transfers requests from other BUs to MNC
As Managing Insurer
- Responsible for implementing and issuing the policy at local level
- Train and assist local client during the policy life cycle, render service for the local customer or broker within the execution framework of the Master Agreement
- Report to Program Account Director on performance of managed policies, in terms of risk acceptance and LR, and raising of mid- term amendment requests
Take personal responsibility for the implementation of group-wide quality of service standards
- Service customers based on guidelines of Operational Manual
- Comply with account management standards in regards to MNC processes, business rules and systems.
- Interact and coordinate closely with other core functions (i.e., Risk, Claims, PA) in order to propose a broad customer centric service, as well as other MNC Account Manager Teams and MNC Central Team
As Program Manager
- Apply MNC commercial underwriting standards to ensure profitability and quality of customer portfolio
- Be the main contact person with the Broker and client program management teams
As Managing Insurer
- Interact with broker and client as directed by Program Manager
Business Scope
- AZ Business Lines: Insurance | EH Business Lines: Credit Insurance
- AZ Size: Large | EH Size: Medium
- EH Scope: Global, Regional, Local
Leadership Behaviors
Internal leadership behavior:
- Build relationships with other core functions, other MNC Account Manager Teams and MNC Central Team
- Balance commercial and underwriting objectives
External leadership behavior:
- Convert up-selling opporunities into sales through ability to convince customers
Key Performance Indicators
- Profitability, quality of portfolio, growth (extension, renewals)
- Customer satisfaction and retention (like Net Promoter Score, retention rate, etc.)
- Achievement of service levels per segment
- Timely execution of program renewals, customer requests and program / policies implementations; alignement with process standards.
Typical Functional Skills / Experiences
• Advanced ability to manage and co-ordinate large global / remote teams to achieve objectives
• Advanced knowledge of the credit insurance industry, products and regulations
• Expert ability to manage clients and portfolios of account (programs) on a global basis to deliver best in class customer service
• Advanced ability to work to strategy guidelines to successfully achieve portfolio renewal
• Advanced ability to up and cross sell products during customer interactions to achieve growth targets
• Competent ability to build extensive networks with close contacts to market players and opinion leaders
• Competent knowledge of claims methodologies and the impact of policy conditions
• Expert ability to negotiate with customers in order to achieve results
• Advanced ability to communicate well via all mediums (eg. email, phone) and at all levels of an organisation within a multicultural setting
• Competent ability to operate in a matrix structure
• Competent knowledge of basic IT systems (eg. MS Word, Excel) and ability to learn new systems
• Advanced knowledge of written and spoken English (must) and Chinese(preferred) or other APAC languages (preferred)
