Lead, account management

You will be part of the Sales & Marketing function within the Group Insurance business, leading a team of Account Managers responsible for portfolio management, renewal retention, client servicing, and intermediary engagement. The role is accountable for driving portfolio growth, profitability, service excellence, and operational effectiveness while ensuring strong stakeholder management and alignment with business objectives.

You will provide leadership and coaching to the team, oversee key client and intermediary relationships, manage complex escalations, and drive strategic initiatives to enhance business performance and customer experience.

Key Responsibilities

• Lead, coach, and develop a team of Account Managers to achieve business, retention, service, and profitability targets.
• Provide technical guidance and subject matter expertise on Group Insurance products, renewal strategy, and account management practices.
• Foster a culture of continuous learning by mentoring team members and supporting their professional development.
• Conduct regular performance reviews, provide constructive feedback, and implement development plans to build team capability.
• Oversee portfolio management activities to ensure service standards, turnaround times, and business objectives are achieved.
• Serve as the escalation point for complex client, intermediary, and operational issues, ensuring timely resolution.
• Monitor team performance, identify gaps and opportunities, and implement actions to improve productivity and service quality.
• Ensure consistency in renewal strategy, client servicing, and stakeholder engagement across the team.
• Partner with cross-functional stakeholders including Underwriting, Claims, Operations, Finance, and Compliance to support business objectives.
• Drive process improvements and operational efficiencies to enhance customer and intermediary experience.
• Support management in executing strategic initiatives, business plans, and transformation projects.
• Promote strong risk awareness and ensure compliance with regulatory requirements, company policies, and governance standards.

Possess a degree or relevant industry qualifications.

Have 5-8 years of relevant experience in Group Insurance, Employee Benefits, or Account Management.

Demonstrate strong stakeholder management, influencing, and relationship-building skills.

Exhibit leadership potential through experience in mentoring colleagues, guiding team members, or leading projects and initiatives.

Possess strong technical knowledge of Group Insurance products and account management practices, with the ability to share expertise and support team development.

Are customer-focused, proactive, and results-driven.

Are adaptable, resilient, and able to work independently in a fast-paced environment.

Take ownership, drive continuous improvements, and embrace change with a growth mindset.

Demonstrate sound judgment and decision-making abilities when managing client, intermediary, and operational matters.

Have a passion for developing others and contributing to a collaborative, high-performing team culture.