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Senior Relationship Officer

4 months ago

Birmingham, Birmingham, United Kingdom Marsh Full time

Senior Relationship Officer (SRO) – North Region

This role complements and supports the North Head of Service position to drive marginal gains improvement and enhance the client and colleague experience. This is a critical functional position that influences cultural mind-sets to set the business apart from the competitors. The role reports directly to the Head of Service.

What can you expect?

  • A dynamic fast-paced position working across Marsh and the wider Marsh McLennan businesses that will require sound decision making to focus on the initiatives that make the biggest impact on service and colleague engagement
  • Evaluation of the wide functional services we can offer clients and filter in a constructive way to support the regions Heads of Office and CE Leadership Group
  • Be a trouble shooter when required and lead by example on accounts when acting in either a Client Executive or SRO capacity.

What will you be rewarded with?

  • We offer and embrace a hybrid working model that nurtures a collaborative working environment in the office 3 days per week allowing 2 days per week to be spent working on a remote basis.
  • Competitive Benefits Package including: 27 days annual leave, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
  • Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.
  • Attractive performance related bonus

You will be accountable as set by personal goals to:

IMPROVE RETENTION:

Work closely and support the North Head of Service in being responsible for:

  • Client vulnerability and at risk clients across the region
  • Act as Client Executive or Senior Relationship Officer on 8-12 x major accounts across the region; driving account strategy and building strategic relationships with the designated clients (and C-suite) to deliver the best of Marsh McLennan.
  • Personally engage in significant defensive RFPs or challenge reviews – e.g. strategy meeting, report content, often meeting the client or attending the presentation.
  • Delivery of Trophy and Industry client strategy to maximize retention and growth on key accounts
  • Attendance at major PRISMS across the region as an independent challenger
  • Own Client Service Feedback
  • Participate in F2F feedback for major client universe
  • Troubleshooting client complaints where appropriate to do so as the independent person.

TRAINING, DEVELOPMENT AND COACHING:

Work closely and support the North Head of Service in the following areas:

  • Roll out training or new initiatives to CE and CA community
  • Share best practice, successes and lessons learned across the region
  • Coach CE/CA community
  • Work with Regional Managing Director & Heads of Office to support the CE delivery of ES and NN target
  • Support the on boarding of new recruits
  • Mentor the future CEs in the business including graduate trainees

What you need to have:

  • Proven Client Executive experience on key accounts
  • Excellent organisational skills with the ability to manage multiple enquiries simultaneously.
  • A good awareness of clients' business, their business issues, insurance programmes and service plans

What makes you stand out:

  • Dynamic with previous client facing experience.
  • The ability to remain calm under pressure and be able to work flexibly when required.
  • Dip CII qualified and working towards ACII is desirable.

About Marsh

Marsh is the world's leading insurance broker and risk adviser. With more than 45,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit , follow us on LinkedIn and Twitter.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local based teams will identify at least one "anchor day" per week on which their full team will be together in person. office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

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