Associate General Manager, Healthcare Client Retention at Minet Kenya

Purpose for the Job

Manage and ensure high standards of broking, customer service and relationship management, client retention, operational efficiencies, & credit control at a senior level.

Duties and Responsiblities

MANAGERIAL ROLES AND RESPONSIBILITIES

Client Retention

• Oversee the client retention team and ensure 100% renewal of existing clients by managing the overall client journey culminating to renewal. 
• Drive and provide leadership on client service excellence.
• Develop mechanisms of client engagement and feedback.
• Support the customer relationship team in the delivery of their objectives. 
• Identify and internalize each client’s unique needs and tailor make appropriate solutions for them.
• Provide professional advice to clients ensuring they are aware of the risks they face, emerging risks, risk transfer models available and relevant industry developments.
• Ensure accuracy and conformance of policy documents and contracts issued.
• Demonstrate model behavior and lead teams to develop client specific strategies and associated tactics to drive client value.
• Promote Innovation and value proposition in service delivery.

Operations

• Supervise the Operations unit that includes Underwriting, Membership and Data analytics teams.
• Resolve difficult queries and situations that touch on client experience in relations to operations.
• Develop new solutions that meet the needs of the business and work closely with the development team to ensure closure of project items.
• Manage and review Service Level Agreements with Insurers to ensure client value, objectives and turnaround times are met.
• Provide leadership on automation of the operations functions by using digital tools wherever possible and applicable.

Credit Control

• Oversee the credit control team and ensure timely debt collection, receipting and allocation.
• Review credit control processes for efficiency in meeting company objectives.
• Ensure collaboration between the Retention and Operations teams on the credit control function.

OPERATIONAL EXCELLENCE

• Develop and implement strategies for the Customer service, Operations and Credit control units.
• Foster development and execution of a common vision and provide a unified approach to serving the customer across the various functions.
• Deepen and strengthen relationships with clients.
• Develop a strong understanding of clients business and drive high-level strategic plans and objectives.
• Meet clients on consistent basis and demonstrate CR leadership by providing technical advice; resolving problems; disseminating advisories, and new developments.
• Determine customer service requirements by maintaining contact with clients; visiting their operational environments; conducting surveys; forming focus groups; benchmarking best practice; analyzing data.
• Manage tracking and reporting of performance to ensure accountability and quality of deliverables.
• Ensure that the customer relations team continually develops its market knowledge and best practice.
• Effectively address client satisfaction and escalation issues until resolved.
• Optimize costs for each client, providing them with value for money.
• Identify cross-sell and up-sell opportunities across the current client base and bring new business opportunities to the business.
• Act as a lead in providing an integrated approach across the business, ensuring that client needs are communicated effectively to all internal resources.
• Provide strong & relevant coaching in the customer experience, operations, and credit control field.
• Develop strong relationships with underwriters and conduct regular reviews of their performance.
• Facilitate and execute internal audits for quality control purposes.
• Ensure compliance with ISO and other company policies.

Key Result Areas

The accountability areas are as follows;

• 100% client retention.
• Business growth.
• Quality service, customer engagement and satisfaction.
• Operational excellence.
• Timely collections.
• Compliance to policies and processes.

Knowledge And Skills Required

• Deep knowledge of health care insurance business.
• Good people management skills.
• Analytical skills.
• Strong negotiation skills.
• Proficiency in use of digital tools.
• Minimum 5 years related work experience, 3 of which should be in a senior position in Insurance industry.

Professional and Academic Qualifications

• A bachelor’s degree in insurance, business discipline or equivalent.
• Diploma in insurance.
• Master’s degree is an added advantage.