Head of Client Retention - Healthcare (Insurance) Department at Minet Kenya

Position Overview: The Head of Client Retention role ensures high standards of broking, customer service and relationship management at a senior level.

The incumbent will achieve high quality, consistent and timely client interactions that translates Minet’s Healthcare Business Unit results and the Corporate’s vision of world class customer care into measurable goals and objectives, models highest level of customer focus and internal business partnership; deepen and strengthen business relationships with customers.

Key Responsibilities

• Customer Service
  • Guarantee quality output on all KPI’s and monitor client SLAs.
  • Assure swift turnaround on resolution of client queries and action points.
  • Maintain proper client and corresponding Company document inspection and storage.
  • Analytical, accurate and timely reporting of client feedback, needs and other client management reports.
  • Foster development and execution of a common vision and provide a unified approach to serving the customer.
• Relationship management
  • Retention of existing clients.
  • Be a trusted customer relations consultant and build relationships that will safeguard Minet’s interest, establish and embed loyalty and a long term, client close relationship as a valued partner and advisor.
• Broking
  • Ensure proper scheme structure designs and thorough premium and benefits negotiations with medical insurers for all clients.
  • Monitor quality, value addition and technical output on each client renewal.
• Credit Control
  • Sustain timely invoicing and collections

The Ideal person

• Proactive, positive attitude, innovative, problem solving skills.
• At least 5 years’ experience in a busy medical insurance underwriting or brokerage firm.
• A Bachelor’s degree will be an added advantage.
• Excellent, interpersonal communication and organizational skills
• Ability to identify and resolve conflicts
• Proven Client Management experience and skills
• Ability to manage multiple priorities under tight deadlines
• Excellent customer service skills

Must demonstrate the following competencies:

• Product knowledge
• Technical competences
• understanding of the market, emerging trends and new products in the specialty of healthcare insurance.
• Innovation, proactivity and agility
• Team leadership, mentorship and management