SME Client Manager - Saudi National

Role Overview

SME Client Manager – Saudi National at Cigna, based in the GCC region. Reports to the Head of SME Client Management.

Company Overview

The Cigna Group is dedicated to improving the health and vitality of those served. Through divisions Cigna Healthcare and Evernorth Health Services, the organization is committed to enhancing the lives of clients, customers and patients.

Role Purpose

Manage a portfolio of SME clients in the GCC by proactively engaging with brokers and direct clients, driving retention and renewal strategy, and delivering service excellence while identifying growth opportunities and managing compliance risk.

Key Responsibilities

Portfolio & Account Management

• Manage a portfolio of SME existing accounts and assigned SME clients in the GCC.
• Develop and maintain strong relationships with an assigned portfolio of clients through proactive engagement via email, field-based meetings, or telephone with partners and direct clients.
• Take the lead in day-to-day enquiries for assigned portfolio and work with internal stakeholders to resolve in agreed timelines.
• Complete day-to-day account management tasks without immediate supervision.

Renewal & Financial Performance

• Proactively manage and negotiate renewals for the SME portfolio by executing annual renewal strategy and optimizing rate action and profitability.
• Achieve financial targets set every year.
• Conduct strategic meetings on a quarterly basis with brokers face-to-face, including their management, to review retention rate, successes, and challenges.
• Responsible for the entire renewal process for the assigned portfolio.

Client Service & Support

• Engage with brokers and clients regularly.
• Service and support brokers and clients as required with focus on business excellence.
• Resolve complex customer issues.
• Resolve non-routine issues escalated from partners and clients.
• Educate clients on plan design and renewal options.

Relationship & Strategic Development

• Conduct strategic meetings on topics including but not limited to retention rate, success, and challenges.
• Build and maintain relationships with brokers and internal customers.
• Look for growth opportunities throughout the year with existing groups.
• Identify improvements to prevent issues from re-occurring.

Compliance & Risk Management

• Understand compliance requirements in the GCC.
• Proactively identify any compliance risk for brokers and clients.

Systems & Administration

• Manage database entries, ensuring all relevant details are recorded accurately including Salesforce at a minimum of 98% accuracy.

Skills & Competencies

• Excellent written and verbal communication skills.
• Influencing and negotiating ability.
• Strong interpersonal skills.
• Works well under pressure.
• Capability to take ownership and demonstrate initiative.
• Ability to prioritize workloads to meet tight deadlines.
• Sound knowledge of Excel and Word.
• Basic Microsoft applications including Outlook, Word, and Excel.
• Flexible and strategic mindset.
• Team working with internal and external stakeholders.
• Customer focus orientation with internal and external customers.
• Regulatory expertise.
• Knowledge of processes, procedures, and systems.
• Good business and product knowledge.
• Coaching skills.
• Organizational skills.
• Basic leadership and management skills.
• Good time management.
• Experience in collation of data and statistical analysis.
• Supervisory skills.

Additional Information

Cigna is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.

If reasonable accommodation is required in completing the online application process, please contact: SeeYourselfEMEA@cigna.com