Customer Relationship Manager

Job Summary

Zurich Workplace Solutions (ZWS) is an entity from Zurich International located in the heart of the DIFC's International Financial Centre. They provide localized workplace savings solutions that offer flexibility, control and make a positive difference to long-term financial security. ZWS is the Administrator of the DIFC Employee Workplace Savings plan (DEWS), a progressive end-of-service benefit plan introduced within the DIFC in 2020.

To support our growing team, we’re searching for someone who is not only dedicated to helping clients but also takes total ownership for their experience, brings energy and accountability to the workplace, and is ready to become the trusted face of Zurich Workplace Solutions.

Are you passionate about customer service and truly enjoy building lasting relationships?

Do you thrive in fast-paced environments, love meeting clients face-to-face, and have a knack for making every interaction count?

As our Customer Relationship Manager for the DEWS End of Service Benefits Scheme, you’ll be at the heart of our client relationships. Your goal will be to understand clients’ needs, make sure their voices are heard, and ensure they get the very best from our services. You’ll be in the office every day, actively engaging with clients and partners, building strong connections, and being a key resource for all things, workplace savings and end-of-service gratuity.

Job Accountabilities

As Customer Relationship Manager, your role will involve: 

• Build and strengthen relationships with clients, partners, and internal teams.
• Be proactive: seek out opportunities to connect, solve issues before they arise, and always keep clients’ best interests in mind.
• Take full accountability for client satisfaction, make sure every voice is heard and every concern addressed.
• Produce accurate Management Information (MI) reports and deliver clear data for internal reporting.
• Confidently present to both external clients and internal stakeholders, sharing insights and updates.
• Stay up-to-date and knowledgeable about workplace savings, end-of-service gratuity, and employee benefit solutions.
• Educate clients about investments and our plan’s features, help them make informed decisions.
• Champion Zurich’s brand and values, always representing us with integrity and enthusiasm.
• Support clients with timely information, updates, and guidance on scheme activity and membership.
• Work closely with senior managers, continuously track and report progress, and identify commercial opportunities.
• Maintain a strong work ethic, show up every day, ready to make a difference for our clients.
• Promptly send minutes and meeting summaries after each client visit, ensuring all actions and follow-ups are tracked up and completed.
• Act as the face of Zurich to external parties, representing our brand and values in every interaction.

Job Qualifications

To be successful in your role, you will need:

• Deep understanding of employee benefits, especially workplace savings in the region, with expert knowledge of Defined Contribution (DC) versus Defined Benefit (DB) arrangements—including the pros and cons of both.
• Over 10 years of experience in a related field.
• Strong relationship management skills at all levels, both externally with clients and partners, and internally across teams.
• Exceptional presentation skills, with confidence presenting to a wide range of stakeholders.
  Proven experience in the financial services industry in a similar customer service-focused role.
• Insight into customer needs and the requirements of their advisers.
• Ability to understand, interpret, and translate customer requirements into practical deliverables.
• Proficiency in Arabic (written and verbal) is preferred; capable of effective communication with Arabic-speaking clients and stakeholders.
• Solid understanding of compliance requirements when dealing with Intermediaries, Trustees, Companies, and members.
• Commercially minded, with a clear grasp of business targets and how individual contributions drive success.
• Excellent communication, influence, and motivation skills.
• Outstanding organizational and prioritization skills.
• Advanced knowledge of office software packages such as Word, PowerPoint, and Excel.