JOB PURPOSE To assist the Head - CR & BD in establishing and monitoring the Client Relations & Business Development functions; putting in perspective both the technical & the commercial aspects of the role. RESPONSIBILITIES AND DUTIES Assist the Head – CR & BD in developing the general policies and standards of Client Relations and thereof ensuring strict adherence. Follow-up on client complaints, pertaining to all operational activities. In case complaints are not properly resolved within the agreed time frames, an escalation to the next hierarchical level is required. Resolve the day-to-day queries raised by the clients and provide them support for routine issues and any special requests regarding contracts, TPA fees, reports, networks, data etc. This task could be operationally delegated to an account executive but is subject to continuous monitoring and supervision by the senior executive. Monitor the Key Performance Indicators for each assigned clients as per agreed Service Level Agreements (SLAs). Any deviation is to be reported to the next hierarchical level. Support the production department (policy set-up) in case of a special request or clarifications in terms of deviations. Work as a key accounts executive for the designated clients of the company. Visit clients; conduct presentations for their insured groups (mainly Technical-Data Support). Attend monthly techno-commercial meetings with the payers to resolve any issues pertaining to the relevant departments & consequent data-facts reporting as per Payer or NHS required template. Work on prospecting new business, resolve commercial issues and RFPs. Liaise with IT/Analytics departments for any new development or implementation of new module/reporting tool affecting the Payers. Other duties as may be assigned.