The Customer Relationship Manager has to meet sales office and divisional objectives for customer satisfaction and retention of profitable Group Savings & Retirement Business by:

• Proactively building and maintaining relationships with customers and looking for up-selling and cross-selling opportunities;
• Conducting proactive meetings with the existing customers;
• Effectively managing the relationship with the customer during the implementation of new business;
• Participating with the sales team in preparation of meeting prospects;
• Active involvement in finalist presentations.
• Actively participate in sales process (participate in delivering finalist presentations, work with sales representative during the negotiation process).
• Proactively service all existing customers: responsible for their retention.
• Identify up-selling and cross-selling opportunities.
• Develop and maintain positive relationship with customers: contact them on a regular basis and ensure they are satisfied with our services (maintain and use of the Service Protocol).
• Maintain customer relationship during the implementation of new business cases.
• When there is no Implementation Manager assigned on a case, coordinate the flow of information between Standard Life and plan sponsor during the implementation of new business cases.
• Train plan sponsor on Standard Life administration procedures.
• Conduct Pension Committee meetings & Fund Reviews.
• Support the sales process by efficiently and accurately providing information to customers and intermediaries on Standard Life products and services.
• Act as liaison between the sales office, intermediaries and Head Office to achieve Customer Satisfaction (TCS).
• Provide coaching, direction and support to other team members as required.

REQUIREMENTS

• University degree in business administration or marketing.
• Five (5) years of relevant experience in group pension administration/servicing.
• CEBS Professional Designation would be an asset.
• Good presentation skills.
• Industry knowledge (knowledge of markets).
• Systems knowledge (Microsoft Office, Internet).
• Knowledge of sales and servicing processes.