Intermediary Sales Advisor (SME)
As the Intermediary Sales Advisor you will proactively manage a portfolio of top tier and developing brokers. You will grow our business in line with agreed targets and deliver these targets with the highest level of customer care. Through regular and positive contact you will identify opportunities to expand and retain your portfolio. You will build strong relationships with your portfolio by delivering exceptional service. This is a targeted environment and you will be incentivised based on the growth and retention of your portfolio. You must work on both an individual and a team basis to ensure challenging regional sales targets are achieved, so ensuring the team achieves its yearly Annual Operating Plan.
You should be a champion of change through initiating and driving continuous improvements within the Team that improve the broker journey within Bupa Global.
Build profitable relationships with all brokers assigned to you by delivering the highest standard of customer service with an emphasis on proactively seeking opportunities for winning new business and increasing the net growth of your portfolio.
Proactively manage all aspects of the portfolio assigned to you, including retention, renewal, expansion, pricing discussion and all sales needs, negotiating these through outbound and inbound contact.
Retain group schemes within your portfolio on a timely basis making informed and appropriate decisions which allow us to retain profitable business.
Develop a strong business relationship with your portfolio and keep the customer informed at all times.
Aid the business to maintain and grow our customer base with a pro-active approach to providing excellent customer service.
Deliver the highest level of customer care to include taking ownership of day-to-day sales and service queries, liaising with the appropriate areas of the business to resolve and, if appropriate, communicate back to third parties.
Work closely with your colleagues to support and help resolve complex queries in order to find a resolution for the customer.
Foster a continuous improvement mindset and work with your colleagues to identify improvements and transform great ideas into tangible implementation steps to drive the business forward.
Handle inbound telephone sales calls and emails from brokers, converting these opportunities into new registrations therefore ensuring that we reach agreed regional and team sales targets.
Make proactive outbound calls to brokers generating sales opportunities to further increase the potential of conversion and sales.
Having identified a sales opportunity, ensure that Goldmine records are created and continually updated with the required information to enable accuracy and quality and tracking of data.
Complete a thorough fact find on each opportunity to validate the lead.
Through outbound calls ensure that all quotes/leads, within the region, are secured by regular follow-up calls and record the reasoning explaining each outcome to be used for future business analysis.
Follow all call procedures and ensure standards of performance are met.
Manage all tasks alongside phone calls through effective time management, planning and prioritising workloads to maintain an effective and functional service level.
Work closely with the Heads of Distribution to ensure that regional sales targets are met and exceeded, and that regional trends are cascaded throughout the team.
Action telephone point of hit work to ensure that necessary administrative tasks are undertaken within set deadlines.
Competently deal with all types of complaints and escalate when necessary.
Ensure that we proactively educate and develop our brokers on products and procedures through clear and consistent communication, by identifying broker training needs and solutions.
Keep abreast of competitor activity, products and regional trends, sharing all new information with colleagues and use this information during negotiations to secure and maintain profitable business.
Assist with client visits and deliver training support for the broker network whether in house or off- site, e.g. for sales pitches.
Keep updated on marketing campaigns and communications within your region and share knowledge of this across the team.
Maintain the highest quality and service standards at all times in line with criteria set by the Management Team, FCA and Compliance.
Constantly analyse, improve and develop performance against set objectives through training, self-analysis and coaching sessions on a monthly basis and actively participate in workshops to maximise knowledge and ability putting new skills into practice.
Build professional and lasting relationships with team colleagues and other departments within the Bupa Group, maintaining open communication channels to promote the Broker Sales Team in a positive light and constantly look for opportunities to maximise and share growth opportunities across other areas of Bupa.
Be a champion of change and display a positive attitude at all times towards colleagues and tasks performed.
Comply with and abide by the requirements of the Data Protection Act and those of the FOS and FCA at all times.
The Ideal Candidate
- To ideally have sales experience within a similar market, preferably in an international arena. Knowledge of both new business processes and account management are essential
- Comprehensive product knowledge both within Bupa Global and for key competitors
- Good organisational, planning and time management skills
- Good written communication, a high level of assertiveness and an excellent telephone manner
- Self-motivated, articulate and numerate
- Ability to deal with people at all levels of the organisation – both within Bupa Global and externally
- Ideally to have some experience of the healthcare market
- To have a good geographical knowledge, an understanding of differing cultural drivers and an appreciation of differing time zones
- Excellent PC skills are essential including Word, Excel and PowerPoint
The jobholder must be able to understand and assess the risk presented by a customer’s loss ratio and ensure that terms are offered on a profitable basis.
They should be able to constructively review and analyse their own performance in order to develop in their role.
About the Company
Bupa’s purpose is longer, healthier, happier lives.
As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers in 190 countries. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 84,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, Thailand, and the USA.
We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our Bupa 2020 strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue. Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose. With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.
Bupa believes that the growth and performance of our leaders and our people is the single biggest pathway to fulfilling our purpose (longer, healthier, happier lives) and delivering Bupa’s 2020 goals. We have a leadership framework called “Bupa Leaders Are” which sets out what great leadership looks like at Bupa. Leaders are called upon to grow themselves, to grow others, to grow the business, and fulfil our purpose: longer, healthier, happier, lives. We are looking for individuals who are capable of delivering extraordinary business outcomes.
Bupa’s International Markets (IM) unit has 16 million customers in 190 countries across all continents around the world. It manages a portfolio of businesses, including a large international health insurance, travel insurance and medical assistance business called Bupa Global, as well as established domestic health insurance businesses in Hong Kong and Thailand, two associate health insurance companies in Saudi Arabia (26.25% Bupa ownership) and India (49% Bupa ownership), and Hong Kong’s largest private clinic network.
Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad. We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.
Bupa Global has over 1,800 employees and has offices in London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Middle East, Africa and India; Bupa Global Greater China; Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.
Timescales for reviewing applications will differ between regions, but you will always receive a response to your application. The recruitment process itself will vary per role and region, but you will be updated along the way via phone and email (so please look out for these!). To view what stage of the process your application is currently at, you can also log in and view your dashboard.
If you are invited to an interview, a member of the resourcing team will be able to advise you on what to expect. This will vary in region, but will likely include an initial phone or digital interview, followed by one or more of the following depending on the role: Core capability interview; Technical/function specific interview; Online profiling assessment; Presentation, written task, role play; Assessment centre.
If your application is successful and you’re invited to join the team, the resourcing team will guide you through your on boarding journey.
Should you require any reasonable adjustments to be made or facilities provided to enable you to attend an interview, please do not hesitate to contact us prior to the interview at firstname.lastname@example.org, so we can make adjustments accordingly.