Account Manager

Reports to: Regional Director, EMEA

Location:  London, UK

About MAXIS GBN

MAXIS GBN was co-founded in 1998 by MetLife and AXA, two of the largest and most trusted insurance companies in the world. In 2016, MAXIS GBN became a joint venture and established itself in London with offices at Monument where we employ an international team of 100 staff, with another 90 based in eight countries around the world.

At MAXIS GBN, we work with multinational companies to help them deliver employee benefits (EB) to their staff around the world. We are a market leader in the global EB space, offering global pooled and captive solutions as well as comprehensive wellness packages.

We do this through working with a network of local insurance companies (members) in more than 100 markets globally. More than 80% of our member insurers are owned by MetLife or AXA, the other 20% are independent local insurers – all are experts in their markets and help us to find the right solutions for the local offices of multinationals and their employees based there.

Our London headquarters houses support services from global marketing to finance to client reporting and underwriting while working with colleagues based in offices in locations across Europe, the USA and Asia.

Summary of Responsibilities

The service contact for assigned multinational customers. Participates in client-facing activities to resolve customer issues and concerns swiftly and with a perceived effortless experience on the customer’s part. Working closely with sales partners and other internal partners to contribute to the long-term persistency and profitability of the Global Employee Benefits Sales business. Manages all aspects of account management to drive client satisfaction with MAXIS. Engages in activities to develop strong relationships with the customer.

The role holder will be responsible for:

• Accountable for all day-to-day Account Management, service satisfaction, and loyalty for corporate clients; assists team in managing at-risk customers and customer persistency; promotes proactive customer interactions and responds to problems and opportunities with a sense of urgency and tenacity to resolve customer-related issues.
• Maintains a favourable working relationship with internal and external customers to foster, aid, and promote a cooperative climate, which will maximise employee morale, productivity and efficiency/effectiveness.
• Leads to meet or exceed Service standards and exhibit key behaviors that promote extraordinary service through SLA requirements as well as daily activities.
• Provide reliable, consistent, and predictable service across the Account Management organisation to be validated through survey results.
• Works with Account Executive to ensure resolution to high profile or highly complex customer concerns.
• Pursues strategic interaction and coordination within the regions to deliver customer results.
• Partners with various functions (technical), for timeliness, quality and profitability; provides consultative services to operating areas for the purpose of improving operational efficiencies resulting in cost savings and positive impact on customers.
• Act as a liaison between customer and internal areas.
• Develops strong relationships to facilitate issue resolution as well as root cause analysis and identify process.

Person Specification

Required:

• Bachelor’s degree.
• Account Management experience ideally from an insurance background.
• Relevant business experience in the Insurance and Financial Services industry. Preferably with Global Employee Benefits & Healthcare experience.
• Ability to grow strong relationships with clients and intermediates with a key focus on delivering exceptional levels of service.
• Experience of assisting in the development of new global relationships.
• Ability to communicate in clear and concise English
• Proficiency with computer systems. Strong MS Office (i.e., Excel, PowerPoint, Word) skills.

Desired:

• Language skills (French, German or Spanish) would be advantageous

For any other live vacancies at MAXIS, please see our Careers Page here