Who we are
GIG Gulf (a Fairfax company) is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 12 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 4.01 billion and $84 million net profit for the year 2024. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
GIG Gulf is an A rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region's digital insurer of reference, committed to running our operations in a responsible, sustainable way.
Job purpose:
We are looking for an experienced Client Relationship Manager to build up long-term relationships with the company's clients and Partners and to promote company's insurance Service value proposition and capabilities to them with the aim to retain those accounts while continuously managing the relationship and providing proactive & responsive approach for better and constructive solutions.
Key Responsibilities:
- Demonstrate commitment to the mission and values of the company.
- Oversee and manage the assigned client accounts. Ensure persistency of business and growth.
- Develop and manage good working relationships with clients, insurance brokers and Internal Sales team
- Coordinate with the Sales and support staff to facilitate the implementation of new or renewing accounts to ensure the highest level of service is met.
- Foster strong and lasting relationships with client key contacts that ensure persistency of accounts.
- Maintain the ongoing client relationship and work with key managers to proactively identify trends in service issues and develop corrective action plans that will positively improve the client's ability to manage their benefit plans through Frequent Business Review
- Promote products, capabilities and solutions to the clients through regular visits and communication with intermediaries key accounts
- Support in increasing the profitability of existing product by encouraging clients to use added-value services wherever possible including but not limited to all company s Health & Wellbeing programs
- Provide consultative pro-active information/recommendations with clients on an on-going basis.
- Support in Educating client and enrollees about their group's benefit plans, coverage, copays, coinsurance and /or deductibles.
- Liaise with colleagues to keep knowledge of new and existing products up to date
- Keep up to date with current market conditions and competitors products and benefits offerings
- Communicate with the Regional Client Relationship Manager about potential or existing problems as needed.
- Independently and reliably provide problem resolution around complex client issues.
- Deliver good customer service by responding swiftly to queries and concerns from clients
- Handle and resolve escalated issues related to onboarding, eligibility, premium/invoicing, and/or service-related matters including claims & network
- Participate in scheduled team and office meetings.
- Increase engagement rate of client's members in the health & wellbeing programs
- Support in improving Net Promoter score
- Support in reduction of complaints and improving customer satisfaction
- Ensure compliance with regulations and procedures
Operational & technical responsibilities:
- Thorough understanding of health service products and services and associated operating requirements to support the client management plan goals and sales processes.
- Ability to develop and deliver innovative ideas
- Commercial awareness and keen interest in business
- Excellent time management skills and self-motivation
- Computer literacy & teamworking skills.
- Strong skills in conflict resolution and negotiation, as well as relationship building
- Ability to organize and prioritize is essential
Essential Role Requirements:
- At least five years in an account management position and/or service position in the health and/or benefits industry
- Proficiency in Windows, Word, Power Point and Excel (high level spread sheeting required
- Requires strong background or experience in marketing, account management, account service, sales, or other areas requiring significant client and customer interaction.
- Familiar with multiple software and system-based applications such as Microsoft Office database and spreadsheets (Excel, Access, sales tracking systems).
- Requires strong written and verbal communication skills.
- Excellent presentation skills.
- Ability to effectively manage productive meetings.
- Bachelor's degree preferred or equivalent work experience.
- Client and customer focused with the ability to be a team player with the client management organization and matrix partners.
- Strong Communication Skills (Verbal & Written)
- Strong presentation Skills
