Client Relationship Manager

POSITION DESCRIPTION
Local Government Super (LGS)
Position Title
Client Relationship Manager
Department
Client Relationship
Management
Division
Member Services
Location
Newcastle
Reports to
Head of Client
Relationships
Unit
Approved by
Peter Lambert
Date Approved
Effective Date
5/1/2015
Last Updated
10/10/2014
Primary Objectives/Job Purpose: What is the primary contribution this role makes?
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Leverage relationships with employers and other centres of influence to create
awareness of LGS and promotion of LGS to new employees joining Local Government
and existing non LGS employees.
To effectively service and engage LGS employers in the region ensuring that timely
and accurate service and information is provided
To effectively engage and advise LGS members, ensuring timely and accurate service
and information is provided
To ensure awareness of all Scheme benefits and features with all new employees at
Councils and other employers, with a view to increasing the client base
To ensure awareness of the Public Offer Division and Div F Products with all exiting
employees at Councils and other employers
To provide general and limited personal advice to all stakeholders, LGS members and
potential members
Engage with, create and foster effective relationships with employers and various
unions and employer and member associations related to the LGS.
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KRAs (Key Result Areas) & Major Accountabilities
What are the accountabilities associated with
achieving each KRA?
There should be a maximum of 7 KRAs only.
1.KRA - Activity Based:
Outputs
What are
required
outcomes?
the
a)Employer Liaison
20%
Accountabilities:
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% time
Can be no less
than 5% per
KRA
Liaise effectively with and assist employers
regarding LGS and administration matters
Educate employers on LGS, legislative and
administration matters
Conduct Superannuation Liaison Officer (SLO)
Seminar programs as required
Maintain employer contact database
Conduct Employer Induction presentations
Conduct Redundancy presentations as
required
Ensure key employer contacts such as SLO’s,
Payroll, HR, Finance and GMs are kept up to
date with relevant issues
Promote bi –annual SLO Conference to
employers
Minimum
employer rating
from survey
Agreed number
of visits per
employer
Agreed % of
Employers in
attendance at SLO
Conference
b)Conduct worksite visits
Accountabilities:
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Conduct and manage the delivery of worksite
information sessions, seminars, etc
Conduct and manage the delivery of personal
interviews at employer worksites and in the
regional office
Create and promote awareness of our services
and products
c)Provide general and limited personal advice
Accountabilities:
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In accordance with Authorised Representative
standards and procedures to members &
prospective members throughout the region
who, in the first instance, do not need to be
2
Minimum
employer rating
from survey
Agreed number of
seminars
per
council
Minimum rating
from member
satisfaction
survey
Agreed number of
personal
interviews
20%
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KRAs (Key Result Areas) & Major Accountabilities
What are the accountabilities associated with
achieving each KRA?
There should be a maximum of 7 KRAs only.
referred to financial planners
• Provide Advice Summary Letters (ASL) and other
advice documents as required and in
accordance with procedures
Manage all aspects of your designated annual seminar
program. Ensure all arrangements are made & conduct
/ manage the sessions.
Outputs
What are
required
outcomes?
the
Agreed minimum
number of ASLs
provided to
members for
personal
interviews
d)Stakeholder Liaison / Internal Customers
5%
Accountabilities:
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Present at union meetings as required
Liaise with union delegates
Maintain union contact database
Attend annual/Biannual union conferences as
required
Attend conference and host trade stands and
present as required and in accordance with
compliance and company standards
Support and encourage behaviours that help
promote a productive workplace required by
Senior Client Relationship Manager
Participate and contribute to Client
Relationship Management business plans
Maintain Expenditure within agreed Budgets
2. KRA: Business Growth/Retention
a)External Rollins/Voluntary Contributions
Accountabilities:
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% time
Can be no less
than 5% per
KRA
Increase FUM via Transfer Ins and Voluntary
Contributions to agreed levels ( $FUM)
through effective promotion of LGS
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Attend an agreed
minimum number
of union delegate
meeting
Attend an agreed
minimum number
of
association
meetings/
conferences
Behaviours are
consistent with
company values
Active
participation in
team meeting
TEAM TARGETS
Retention to
agreed Group
targets
5%
Agreed Group
percentage of
New LG
employees
Agreed level of
Increased FUM
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KRAs (Key Result Areas) & Major Accountabilities
What are the accountabilities associated with
achieving each KRA?
There should be a maximum of 7 KRAs only.
b)New Employees Capture Ratio
Accountabilities:
• Maintain agreed levels of new employees to
default fund and maintain agreed total
membership volumes.
3. KRA – Account Management
Accountabilities:
• Maintain expenditure within agreed budgets.
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Ensuring internal requirements are met; i.e.
Employer Maintenance, Clearing House
administration, Contribution and Arrears
management
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Outputs
What are
required
outcomes?
the
% time
Can be no less
than 5% per
KRA
Agreed capture
ratio of new Local
Government
Employees to LGS
Reporting results
based on
employers
engaged through
LGS ePay.
40%
INDIVIDUAL
TARGETS
Ensure all
employer
contacts are
maintained with
currency in the
Aaspire CRM.
All contribution
arrears are paid
by the next
contribution
cycle.
Expenditure
within agreed
budgets
10%
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Key Relationships / Interactions
What are the key roles this position interacts with on a regular basis?
Internal to LGS
Client Relationship Managers
Financial Planners
Client Services Support Manager
Contact Centre
External
Administrator
LGS employers & Members
Affiliated Unions & Associations
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Position Reports To: What is the title of the role this position reports directly to?
Head of Client Relationships
Positions Reporting to this Role: What are the titles of all roles reporting directly to this
position?
N/A
Dimensions: What are the current $ values of the capital and expense budgets, profit targets,
etc. to be managed by this position?
N/A
Authority Levels: What are the delegations assigned to this position both monetary and non
monetary?
N/A
Qualifications and Technical Skills: What are the essential post secondary qualifications,
industry experience and technical expertise required to meet the key requirements of the role?
Essential:
• At least 5 years experience in the Superannuation/Financial Services Industry
• Diploma of Financial Services or equivalent (DFP 1- 4)
• Knowledge of superannuation schemes or experience in a relevant field
• Demonstrated experience in dealing with clients on a one-on-one basis
• Computer literacy and experience with the Microsoft suite of products
• Ability to develop and deliver against revenue and service targets
• Current Silver or Gold NSW Drivers Licence
• Completion of ongoing training requirements such as Kaplan knowledge articles or
equivalent in order to maintain required levels of knowledge and skill.
Desirable:
• Understanding of the relevant superannuation schemes
• Degree in Commerce, Economics, Business or related discipline
• Advanced Diploma of Financial Services (ADFS) or equivalent qualification
• Prior holding of Authorised Representative status (or equivalent) with an Australian
Financial Services Licensee (AFSL)
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Person Specifications: What are the key capabilities required to be successful in this role?
Essential:
• Excellent interpersonal / communication skills
• Excellent presentation skills
• Good conflict resolution, interview and negotiation skills
• Good organisational and time management skills
• Strong analytical and problem solving skills
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