Associate, Client Services

Sukoon Insurance; Dubai; On-site; AED 180,000 - 210,000; Full time

Job summary

Sukoon Insurance in Dubai (UAE) seeks an experienced SME Client Relationship Manager to manage servicing and retention for assigned accounts. You will serve as the main contact for SMEs and intermediaries, drive retention and premium growth, and coordinate with underwriting, operations and finance to ensure timely servicing.

The role focuses on proactive engagement, high service quality, and strong stakeholder management to deliver seamless customer experiences and measurable retention outcomes.

Qualifications

• 2–3 years of experience in client servicing, relationship management, or insurance operations.
• Graduate of any Bachelor’s Degree.
• Certificate in Insurance (CII) or equivalent preferred.
• Strong communication, customer service, and stakeholder management skills.

Responsibilities

• Serve as the primary relationship contact for SME clients and intermediaries.
• Build and maintain relationships with key client stakeholders and decision-makers.
• Conduct regular account reviews, client meetings, and service visits to understand evolving business needs.
• Support customer retention through proactive engagement and service excellence.
• Manage policy servicing activities including endorsements, renewals, amendments, certificates, and policy documentation.
• Coordinate with underwriting, operations, claims, and finance teams to ensure timely actions.
• Ensure accurate and timely processing of client requests in accordance with service standards.
• Maintain accurate records of client interactions and opportunities within CRM systems.
• Monitor account performance, service metrics, and customer feedback; prepare reports.

Skills

Client relationship management

Account management

Insurance operations

Customer service management

Stakeholder management

Data management & reporting

Education

Bachelor’s degree

CII certification

Customer service certification

Relationship management certification

Job description

To manage servicing and retention of SME accounts by delivering proactive relationship management, timely policy servicing, and effective issue resolution. The role acts as the primary point of contact for assigned clients and intermediaries, ensuring a seamless customer experience, high service quality, and achievement of retention and premium growth objectives.

Job Responsibilities:

Client Relationship Management

• Serve as the primary relationship contact for assigned SME clients and intermediaries.
• Build and maintain strong relationships with key client stakeholders and decision-makers.
• Conduct regular account reviews, client meetings, and service visits to understand evolving business needs.
• Support customer retention through proactive engagement and service excellence.
• Manage policy servicing activities including endorsements, renewals, amendments, certificates, and policy documentation.
• Coordinate with underwriting, operations, claims, and finance teams to ensure timely
• Ensure accurate and timely processing of client requests in accordance with service standards.

Query & Issue Resolution

• Respond to client and intermediary queries within agreed service levels.
• Resolve service issues and escalations through effective stakeholder coordination.
• Monitor open requests and ensure timely closure and communication.

Account Retention & Growth Support

• Support achievement of renewal retention and premium targets for assigned accounts.
• Identify cross-sell, upsell, and account expansion opportunities and refer leads to relevant business teams.
• Assist in renewal planning and account retention strategies.

CRM & Customer Data Management

• Maintain accurate records of client interactions, servicing activities, and opportunities
• within CRM systems.
• Ensure customer data quality and completeness.
• Track account activities, service commitments, and follow-up actions.

Service Quality & Governance

• Ensure compliance with service protocols, operational procedures, and regulatory
• requirements.
• Adhere to account visitation plans and customer engagement standards.
• Support continuous improvement initiatives aimed at enhancing customer experience.

Reporting & Performance Monitoring

• Monitor account performance, service metrics, and customer feedback.
• Prepare reports on account activities, retention performance, and service levels.

Skills for the Success of the Role

• Client Relationship Management
• Account Management
• Insurance Operations
• Customer Service Management
• Stakeholder Management
• Data Management & Reporting

Qualifications required for the role:

• Graduate of any Bachelor’s Degree
• 2-3 years of experience in client servicing, relationship management, account management, or insurance operations.
• Certificate in Insurance (CII) or equivalent, Customer Service Certification, and Relationship Management Certification, is preferred.
• Strong communication, customer service, and stakeholder management skills.