Assistant Client Services Manager

Come join us, and shape the future of the insurance industry!

ReMark is a global insurance consultancy helping insurers worldwide grow sustainably. Part of the SCOR Group, we specialise in data intelligence, marketing and technology solutions. Since 1984, we’ve reached over 1 billion people, ran over 12,000 campaigns and underwrite over 1 million policies each year. We’re a team of over 250 employees from 33 nationalities and 17 offices worldwide. Our clients include over 500 insurers, and we’re also partnering outside the industry with Garmin, local government, universities and more. Our vision is to transform the insurance industry, and we also believe in making products that have a sustainable impact on people's health and wellness.

The Role

As Assistant Client Services Manager you will play an essential role in growing ReMark’s Malaysia business portfolio. In a highly competitive environment, you will be working with a global team to cut through the noise and shape an attractive brand online.

Reporting to the Senior Client Services Manager, the Assistant Client Services Manager is responsible for the following:

Key responsibilities

Deliver pre-determined campaigns' key performance indicator:

• Manage and deliver campaigns target in terms of sales, AFYP, billing rate, and persistence.
• Achieve business value targets by balancing the premium collection and marketing expenses.
• Monitor campaign financial viability and escalate immediately if the business value falls below ReMark’s benchmark.
• Work closely with Performance Management to analyse key performance indicator and determine overall campaign strategy to improve/achieve business value targets.
• Proactively drive initiatives to achieve key performance indicator with internal or external parties.

Call center operations and resources management:

• Complete campaign specification prior to launch; ensuring all relevant internal and external parties are aligned.
• Ensure systems in both call center and insurer, operating plan, and customer service are in place prior to campaign launches.
• Ensure the call center delivers day-to-day sales, AFYP, QA, and attendance targets according to ReMark and industry best practices standards.
• Ensure leads are provided based on selection criteria or data modeling (if applicable) and monitor the result of buyers' profile or batch/data modeling performance.
• Ensure data management in call center systems and any ReMark proprietary system i.e. RaPID adheres to country-specific legislation, ReMark global, and best practices guidelines.
• Collaborate with other internal departments to improve campaign performance i.e. telemarketing script development, direct mailer, digital, customer service, etc.
• Constantly improve knowledge of telemarketing including market conditions/innovations.

Ensure adequate training is provided to call centers:

• Ensure training provided to Call Center prior to new campaign launch.
• Ensure continuous training provided to Call Center to improve campaign performance.
• Perform call listening, role play or coaching to improve telemarketer skillset.
• Share knowledge or provide training to call center team leaders, assistant managers or campaign managers to improve skillsets.
• Ensure completion of regulatory training and fulfill continuous personal development (CPD) requirements within the calendar year.

Technical/Essential competencies

• Fantastic creative abilities.
• Excellent understanding of content formats, communication channels, and audience engagement in ReMark key global markets
• A healthy knowledge of news & current affairs especially in the topic of technology, data governance, health & wellness, financial sector, insurance, and consumer behaviors.
• A real openness to the world. The Front Office team is global, you will be curious to explore and have the desire to conceive, develop and implement innovative ideas.
• Excellent organisational skills with the ability to manage multiple projects in a complex, fast-paced, and deadline-driven environment.

Personal competencies/Nice to have

• Good/native knowledge of Malay and Chinese is a plus.
• Candidates with working experience in a bank, financial institution, or insurer will have an added advantage.

Required education/Work experience

• Bachelor’s degree in business administration or related fields.
• Fluent in English (both written and spoken).
• Proficiency in O365 tools, Microsoft suite, and social media.
  

What we offer

• Competitive Salary
• Private insurance plan
• Training & professional development opportunities
• Sustainable & single-use plastic-free office environment
• Working in a global, entrepreneurial ‘start-up’ environment within the established SCOR Group

The company working language is English. All ReMark employees should speak, read and write English to a sufficient level in order to communicate and operate effectively in the organization.