To support Business Development Team in the development of an intermediary distribution network and achievement of sales targets for the China region. Work collaboratively in Business Development together with Operational teams to ensure that customers are fully supported and high retention levels through a peerless service experience. Combining sales skills with empathy and a detailed understanding of the operational lifecycle from pre-sales to claims, the Business Development & Sales Support Manager (China)will have a varied workload including building relationships with intermediaries and dealing with sales enquires and ensuring regulatory compliance.
Introduce, promote and market the company’s products to intermediaries such as brokers and independent financial advisers/Agents.
Act as a link between the company and brokers. Provide high-quality support to all brokers by answering queries, providing product details, etc.
Develop, manage and retain broker client accounts.
Provide quotations in accordance with written procedures and processes, and in strict compliance with any relevant statutory and regulatory requirements.
Liaise with brokers/Agents and internal operations team to ensure queries are resolved in a timely manner.
Build up detailed knowledge of the company’s products and keep up-to-date awareness of competitor activity, products and pricing.
Assist in the delivery of any ad-hoc training that the brokers might require on our products.
Ensure that the company’s brand values, principles, and style are adopted and utilized for all external communication.
To be the primary point of contact for all direct and intermediated group renewals, proactively analyzing client needs and providing quotations (including alternative solutions where required) so as to maximise renewal retention rates.
Determines reasons for requests for cancellation or non-renewal and acts to save accounts.
In conjunction with the Business Development and Underwriting teams, identifies exposure to loss and recommends appropriate coverage adjustments for renewing groups so as to maintain long-term profitability
Coordinate with Customer Service Team once the renewal decision has been confirmed by the broker/client
Work in conjunction with the Business Development Director (China) and Business Development Manager to develop and maintain strong connections with intermediaries who can support our new and renewal business
To provide the necessary sales support to the Business Development team
Build effective relationships with brokers and existing customers through the use of appropriate questioning, positive representation of our brand image and consistent professionalism in line with our marketing, sales and customer service strategies
Use in-depth knowledge of Now Health and competitor products and services to deal with broker and customer queries accurately and appropriately, including provision of all documentation required to enable the customer to make an informed purchase decision based on their identified needs.
Ensure that any complaints or service failures reported by brokers and/or insured members are escalated and dealt with strictly in accordance with Complaints Procedures.
Acquire and maintain thorough understanding of Now Health International’s process, procedures and systems (OH+), and ensure that all system information relevant to Asia Pacific is fully up-to-date.
Take personal responsibility to always actively treat customers fairly.
Adhere to best practice processes including delivery of all the agreed service standards.
Compliance and Security:
Take responsibility for establishing and maintaining up-to-date personal awareness of all legislative, regulatory and Company-specific rules, policies and procedures related to performance of the role. Ensure consistent compliance with legal, regulatory and Company standards in line with underwriter requirements.
Pay particular attention to the Company’s Information and Data Security policies when accessing and using all Company systems which may provide access to sensitive information assets, and strive to maintain the highest possible standards of information protection at all times.
Take individual responsibility for accessing only the systems, records and information required to perform the role. Treat all data contained within those systems in a manner consistent with the Company’s Information and Data Security policies, and in line with the confidentiality clauses provided within the employment contract.
EXPERIENCE AND SKILLS REQUIRED
A good general educational background; qualified to degree level or equivalent.
Previous experience in a target-driven environment is essential, preferably within the international medical insurance sector. Candidates with domestic exposure will also be considered.
A demonstrable track record of closing and issue resolution
An understanding of health insurance products and their supporting operational systems / processes is advantageous.
A high level of medical insurance market awareness, including knowledge of appropriate legislation and regulatory standards
Excellent communication, negotiation and presentation skills; demonstrable ability to quickly develop rapport with customers from all backgrounds, over the telephone, in written and face to face in Mandarin and English
Fully conversant with Microsoft Office; experience of using industry specific technology and/or the ability to quickly grasp new systems following training.
A positive attitude to dealing with people
Capable of working independently and taking individual ownershipAdditional language skills are advantageous.
A self-starter; motivated and proactive professional who demonstrates drive, positive approach to work and a determination and motivation to achieve targets.
High levels of empathy – the ability to anticipate and respond to the needs of customers in an appropriate manner.
A team player; strong business work ethic, positive attitude and professional demeanor required.
Attention to detail and quality.
Excellent customer focus.
Flexible approach; willing to work outside normal business hours to achieve objectives when necessary.
Strong communication skills and ability to communicate to all levels of the organisation and customer base