Client Liaison Officer

The role of Client Liaison Officer is to efficiently and effectively manage a portfolio of funds/schemes in accordance with SLA requirements and to provide guidance, support and advice in a manner that adds value to all role players within the relationship.

The client liaison officer services a portfolio of retirement and risk-benefit clients, also providing assistance and support to colleagues/consultants.

Work with all Aon Solution lines & Divisions to ensure high quality, efficient and compliant delivery of all client servicing/administrative/transactional activities.

Meetings:

• Manage client interactions in accordance with pre-established year-plan.
• Liaise with Operations Manager to finalize agenda packs for distribution to clients one week prior to Board/Manco meetings (or per SLA).
• Prepares all communication and information requirements (agendas, minutes, reports) for client meetings.
• Assists with the annual market review of existing benefit offerings and/or applicable rates.
• Provides administrative support to the team including updating and maintaining accurate records and files, entering data into relevant systems, assisting with producing documents and collating information.
• Adheres strictly to agreed SLAs with clients.
• Cooperates and works with colleagues and other stakeholders to ensure tasks are completed on time.
• Manage and control service provider interactions during client meetings.
• Manage feedback and recommendations at all Committee and Board meetings.
• Provide draft minutes within two weeks from Board/Manco meetings for circulation to Board/ Manco for final input.
• Manage action items with assistance from Operations Manager
• Finalization and implementation of action items identified.

Relationships:

• Interact on a regular basis with clients either in person or telephonically to establish relationship and manage Fund/benefit activities.
• Monitor and manage interactions with Service Providers as client representative.
• Manage process in accordance with prescribed timelines.

Portfolio:

• Keep documentary evidence of all tasks/instructions relevant to client activities. (ROA)
• Implement monthly and quarterly performance reviews with Operations Manager.
• Inform and keep clients up to date with all industry developments and legislative changes.
• Monitor rate review process, and present and discuss outcome with Client and make final recommendation for implementation.
• Assist clients in Member education and communication strategies.

Finances:

• Prepare and table monthly report on invoices issued and pending.
• Implement strategies to collect income within negotiated timelines.
• Manage overall portfolio expenses and consulting remuneration levels.

Skills and experience that will lead to success

Qualifications.

• Must be registered as a representative with the FSCA in terms of the FAIS Act.
• Have an NQF 5 level qualification in wealth management financial planning or work towards achieving a NQF level 6/7 qualification in wealth management or any other industry applicable qualification at the same level.
• RE 5 certificate.

Knowledge.

• Have a broad knowledge of Aon generally and a deeper knowledge within the sector / territory.
• Individual with knowledge of the principles and practices within a technical/ professional discipline.

Skills and Attributes.

• Work towards achieving becoming an all-round specialist in employee benefits, specifically related to the services offered by Aon on a Global basis.
• Be computer literate with advanced experience in MS Word & Excel.
• Have a high work ethic and must have the ability to function effectively under pressure.
• Able to analyze data and convey the findings in a constructive and objective manner to assist client.
• Ability to communicate effectively.
• Good interpersonal and organizational skills
• Ability to empower and develop reporting staff to a level where they would be capable to fulfil the same role and expectations
• Willingness and ability to develop a working knowledge on Aon products and services to ensure an all-inclusive client provision
• Ability to consult and integrate various EB products and services to the benefit of the client.

Experience.

• Have a minimum of 5 years’ experience in a similar or related role.
• Typically possess business experience, with intermediate knowledge of functional area.