Service Account Manager

**Service Account Manager - Latin America** **(**2200035M**)**
**PRIMARY LOCATION**: COLOMBIA-BOGOTA CAPITAL DISTRICT-BOGOTA
**ORGANIZATION**: AXA Partners - AP Services & Assistance
**CONTRACT TYPE**: Regular
**SHIFT**: Day Job

SCHEDULE**: Full-time

**DESCRIPTION**
**About the role**:
Responsible for the oversight and management of the servicing aspects of the AXA Life & Health Reinsurance Solutions (ALHRS) product portfolio in the LATAM (Latin America) region Own, oversee and manage the quality of delivery of all service related functions - claims quality, claims decisions, customer service delivery and healthcare network providers Fully responsibility for ensuring that ALHRS delivers against its contracted service level agreements for the products portfolio distributed in the LATAM region Full oversight of the appointed Service Partner in the LATAM region ensuring excellent delivery of customer service, claims adjudication and product knowledge and awarenessTraining and product support for the appointed Service PartnerAttendance at Broker and Agent roadshows including delivery of presentation content in order to support business growth Delivery and management of all local process and set-up requirements including finalisation of all on-boarding tasks for group business, new product developments and changes of process

**Key accountabilities & responsibilities**:

- Control, manage and oversee claims and customer services delivery for the ALHRS products distributed and serviced in the LATAM region ensuring all contracted service levels and KPI’s are metManage all Governance Meetings with the Service Partner and AXA companies.
- Ensure that there are no data breaches and that all agreed processes are met by the Service Partner.
- Manage all complaints received from any stakeholder, ensure that they are resolved and reported with full service recovery in place.
- Update Brokers and Agents on any enquiries received regarding claims Carry out regular reviews of all pending claims cases and ensure process improvements are put in place Ensure that the Service Partner is fully aware, and have embedded, any changes in guidelines, product changes and process updates.
- Support and where necessary, manage Agent and Broker meetings Act as the key point in the LATAM region for all new product launches, projects and on-boarding of new customer groupsEnsure that Service Levels for Customer Service and Claims Delivery are met Provide training to the Service Partner for customer service skills, claims adjudication protocols and product knowledge including validation testing and service skills Adjudicate claims and provide guidance on claims assessment to the Service PartnerDeliver performance reports as required by the business Carry out claims analysis in order to present key statistics and information to the key stakeholdersEnsure claims referred to Global Claims Control (GCC) are managed within 24 hours of receipt; provide approval and decline decisions in accordance with policy wording; provide additional guidance where more information is required.
- Work closely with the Service Partner to assist in delivering customer service standards in line with their contractual obligations.
- Provide updates and responses to any partners in LATAM region Ensure that the policies and procedures are in place to fully support the Service Partner so that they can deliver an optimised service.
- Assist in the provision of training and support to the Service Partner on any area of service delivery as needed.
- Oversight and management of the adherence to customer service protocols whether by voice or in writing to the customer and/or agent in line with agreed processes.
- KPI Reporting for the month delivered by the 10th day of the month following60 minutes to deliver decisions to the Service Partner.
- Positive feedback from the Brokers and Agents.

Excellent service delivery from the Service Partner - meeting all the agreed SLA’s Taking initiative - demonstrating the ability to identify what needs to be done and taking action to ensure it is completed Demonstrating the ability to handle commercial decisions as needed to respond to customer issues Relationship management - building a strong relationship with the key staff within the Service Partner and showing a ‘one AXA’ approach to service deliveryPutting the customer first - ensuring that claims decisions are fair, in line with policy wording

**QUALIFICATIONS**

Bachelors Degree in health related careers, Nursing background preferred
- Fully bilingual Spanish - English (required), Portuguese a plus
- Superb attention to detail
- Strong customer service skills
- Confidence in decision making
- Ability to work on own initiative
- Positive work ethic
- Listening skills
- Empathy and understanding
- Ability to represent and appreciate the commercial arrangements within the AXA businesses

**Key interfaces**
- Head of Global Claims Control
- Global Claims Control team
- Bu