Client Relations Manager

JOB OPPORTUNITY
Client Relations Manager

Career Management Centre is a Human Resources Management Consulting firm that offers comprehensive HR Services like Recruitment, Job Evaluation, Training, Payroll Outsourcing, Labor Compliance, Engagement surveys, Staffing Solutions & HRMS to businesses both at a strategic and operational level .We firmly believe that HR is the nucleus of any organization irrespective of any size or industry. We pride ourselves in sourcing for the best Talent for our clients.

Our client, a leading entity in the pension industry with a subsidiary company in Insurance Brokerage, is currently seeking a proficient Client Relations Manager to join their dynamic team.

Overall purpose:
The Client Relations Manager is responsible for enhancing stakeholder relationships and promoting customer retention to achieve organizational goals through supporting revenue growth, profitability, market expansion, and client acquisition. This role focuses on improving service standards and implementing strategic initiatives to drive business success.

Key Responsibilities:

Business Development:
• Identify and promote complementary products or services to existing clients to enhance their value proposition and satisfaction (cross-selling).
• Develop and implement client retention strategies to foster long-term relationships and ensure loyalty through proactive engagement and personalized service.
• Leverage insights and expertise to identify consultancy opportunities, propose value-added solutions, and drive revenue growth (up-selling).
• Network to generate referrals and create new business opportunities.
Secretarial Services:
• Plan and coordinate committee and Board of Trustees meetings, ensuring alignment with organizational goals.
• Prepare meeting agendas, capture accurate minutes, and document action items to facilitate transparent record-keeping and accountability.
• Coordinate attendance of relevant service providers at meetings to foster collaboration and efficiency.
• Develop the scheme calendar of events and budget in advance of the financial year.
• Share detailed meeting reports with stakeholders to promote informed decision-making.
Compliance:
• Oversee the implementation of good governance policies to ensure adherence to regulatory standards and best practices.
• Respond to correspondence from regulators and ensure schemes have up-to-date service level agreements with all service providers.
• Conduct periodic reviews of scheme trust deeds, rules, and investment policy statements to ensure alignment with regulatory frameworks and organizational objectives.
• Organize and coordinate trustee elections and nominations, ensuring compliance with regulatory requirements.
• Prepare and disseminate governance disclosures, sponsor reports, and board evaluation tools as required.
• Notify the legal department of trustee appointments or removals for documentation.
• Regularly update the CRM portal with scheme documents and changes to ensure accurate and up-to-date information.
Revenue Management:
• Follow up with the Board of Trustees for discharge form approvals and ensure timely billing in collaboration with the finance department.
• Review and approve staff requests for out-of-office engagements.
• Monitor outstanding payments and overdue accounts, ensuring transparency and fairness in fee agreements.
Reporting:
• Review administrative and management account reports for accuracy, providing clients with reliable insights.
• Communicate industry developments to trustees, keeping them informed of trends and regulatory changes.
• Deliver presentations on investment management survey results and scheme performance.
• Provide comprehensive reports on scheme data completeness, highlighting areas for improvement.
Relationship Management:
• Build and maintain professional relationships with trustees, addressing their needs and concerns effectively.
• Plan and execute a calendar of engagement activities beyond Board meetings to foster continuous interaction.
• Collaborate with supervisors and finance teams to develop and approve trustee engagement initiatives.
• Strategize and execute engagement activities for service providers and regulators to strengthen partnerships.
• Participate in industry networking events to expand professional networks and identify growth opportunities.
• Adhere to the customer service charter, ensuring client needs are met with professionalism and efficiency.
Training:
• Guide the BOT in the development of the annual trustee and member training calendar to ensure compliance.
• Facilitate appropriate training in consultation with the trustees.
• Engage in organizing, planning, coordination and execution of internal trainings, workshops and conferences as shall be called upon by the organization.
Risk Management:
• Develop a risk register for schemes under their portfolio and prepare risk mitigation strategies to share with stakeholders.
• Proactively identify, manage, or escalate risks through the appropriate risk management framework.
Advisory:
• Prepare trustee resolutions on discretionary benefits and other relevant areas.
• Inform clients of emerging trends, regulatory changes, and their implications for their pension funds.
• Advise clients on new products and services to enhance their portfolio value.
• Facilitate governance and strategy engagements to enhance trustees’ knowledge and skills for long-term sustainability.

Qualifications and Skills:
• Bachelor’s degree in Actuarial Science, Economics, Mathematics, or a business-related field, or a professional qualification in Marketing, Sales, Public Relations, Management, Pension, Finance, or related disciplines.
• At least 8 years of relevant experience in client relations or a similar role within the pension schemes industry.
• Excellent knowledge of pension schemes and the actuarial industry.
• Strong marketing skills with the ability to promote and position services effectively.
• Proficiency in IT skills, including MS Office and CRM software.
• Good understanding of retirement benefits schemes or general investment consulting.
• Demonstrated presentation skills, capable of delivering clear and compelling messages to diverse audiences.
• Strong organizational skills, with the ability to manage multiple priorities and deadlines effectively.
• Excellent verbal and written communication skills.
• Strong interpersonal skills, capable of building rapport and fostering relationships with clients and stakeholders.
• Self-driven, results-oriented individual with a positive outlook and a focus on delivering high-quality service and achieving business profitability.
• Mature, credible, and comfortable interacting with senior executives within client organizations.
• Reliable, tolerant, and determined, with the ability to maintain composure under pressure and resolve challenges effectively.

How to apply:
Qualified candidates to apply by COB 28th April 2025.
Due to the urgency, application will be reviewed on a rolling basis.

NB: Only short-listed candidates will be contacted.
Career Management Centre and our client are proud equal opportunity employers and do not discriminate against applicants on any basis