Customer Relationship Manager

We are looking for an experienced, Relationship Manager to join us!

At Howden Care we are committed to a culture where our people are empowered to make decisions and individuals are able to succeed in a supportive environment that rewards leadership, initiative, teamwork and ambition.

We focus on innovation and continually challenge our people to think outside the square.

We have an opportunity for an experienced relationship manager within our personal injury rehabilitation business where we support our clients employees return to work and life.  

Howden Care is growing. We have a vision for our business and culture and you will be integral in enabling our people, and with plenty of opportunity for you to make a difference.

While this role is ideally based in Auckland, there is flexibility for the right candidate. Travel will be required, from time to time as your clients may be distributed in other centres. 

Committed to our people, we have a culture where our people are empowered to make decisions and individuals can succeed in a supportive environment that rewards both teamwork and ambition.

We are seeking an experienced relationship manager, who understands the ACC environment or the context of Health, Safety and Wellbeing, so you understand our clients’ needs.

You will seize the opportunity to make a significant impact on our growth and service delivery through taking the lead with your own client portfolio, working alongside our service delivery leaders and Business Relations Partners to manage and also grow our business.

Key accountabilities include:

• Keeping highly connected and engaged with existing and potential clients, your role will enable Howden Care to be positioned as an industry leader.

• With the Business Relations Partners, maximise retention, growth, and pipeline opportunities, with a view to increase revenue and market share.

• Relationship management of a portfolio of existing personal injury clients including maintenance of key relationships, client reporting and data provision, data analysis and risk management information in compliance with our contractual requirements, client service level agreements and key performance indicators.   Attend any strategic review meetings as needed.

• Maintain a high level of product, market and competitor knowledge and develop a network of industry contacts.

• Involvement and preparation of quality responses to proposals and Request for information/proposal’s (RFI/RFP) and presentations to clients and prospects

• Work collaboratively with our Partners’ Operations and Service Delivery Leaders and other key stakeholders, to effectively manage and maximise retention of clients, reviewing and developing and improving our product and/or service line.

• As a health and/or wellbeing professional or ACC professional, you will work alongside the client, acting as the key point for escalations, and with our leaders, ACC, and any other key stakeholder to enable a shared understanding of services, understand gaps are and work to resolve any issues.

• Identify “at risk” clients and develop retention strategies, collaborating with key stakeholders, to retain them including the development of a service delivery plan.

• Enable and support ACC TPA Audits achievement on an annual basis.

• Continue to develop self and others, in support of our continuous improvement and learning culture.

About you:

• 5 plus years knowledge and experience of insurance, ACC Accredited Employer Programme, and personal injury management, claims or broker management practices or equivalent demonstrated Client Relationship Manager experience and relationship management skills.

• Business and/or Sales qualifications

• Demonstrable sales and negotiation skills and experience

• Presentation skills

• Coaching and mentoring skills

• Strong Microsoft Office suite skills

• Knowledge and use of Salesforce, ideal, but not essential

What We Also Offer:

• Competitive salary

• Life and salary continuance insurance

• Paid parental leave.

• Positive, inclusive team environment where we welcome individuality and celebrate diversity.

• Flexible work arrangements embracing a healthy work/life balance.

• Opportunity to join the employee share plan.

• An opportunity to be part of our growth strategy, as we make our mark in the market.

If this opportunity sounds like you, apply now by sending your CV and cover letter, marked attention to Fergus Rolston, Partner, Business Relations

Join our exciting growth phase, bring your talents, and continue to shape our service.  Reap the rewards in our People First business!