Associate General Manager, Healthcare Client Retention at Minet Kenya

Purpose for the Job

• The Associate General Manager, Healthcare Client Retention is a senior leadership position responsible for driving client retention, revenue growth, and operational excellence across Minet's Healthcare Business Unit.
• The role holder serves as a strategic anchor translating Minet's vision of world-class healthcare broking into measurable client outcomes, while building a high-performance culture rooted in accountability, innovation, and service excellence.
• As East Africa's leading insurance broker, Minet operates in a dynamic and competitive market. This role demands a leader who can deepen existing client relationships, identify growth opportunities, and ensure that every interaction reinforces Minet's position as the broker of choice for healthcare solutions.

Duties and Responsiblities

Strategic Client Retention & Revenue Growth

• Own and drive the client retention strategy, delivering measurable improvements in retention rates, client satisfaction scores, and portfolio revenue.
• Lead high-value client engagements including renewals, benefit reviews, and strategic advisory sessions to deepen relationships and reinforce Minet's value proposition.
• Identify and convert cross-sell and upsell opportunities within the existing book of business, and introduce new business through external networks.
• Develop client-specific value strategies and oversee their execution across the Customer Relations team.

Operational Leadership & Excellence

• Provide senior oversight across Client Renewals, Operations (Underwriting, Membership, Data Analytics), and Credit Control ensuring all units perform to the highest standards.
• Manage and enforce Service Level Agreements with insurers, holding teams accountable to agreed turnaround times and quality benchmarks.
• Resolve complex client escalations, maintaining Minet's reputation for expert and responsive service delivery.
• Oversee the Credit Control function, ensuring discipline and timely debt collection.
• Facilitate internal audits and drive continuous improvement across operational processes.

People Leadership & Team Development

• Lead, mentor, and inspire a multi-functional team across Customer Relations, Operations, and Credit Control.
• Model exemplary client-facing behaviors and establish a culture of accountability and excellence.
• Provide structured coaching and development support across all functions, building long-term capability within the unit.
• Drive performance tracking and reporting frameworks that ensure team accountability and quality of deliverables.

Market Intelligence & Innovation

• Ensure the Customer Relations team continuously develops its market, product, and innovation knowledge to remain competitive.
• Translate deep client business intelligence into tailored advisory and broking solutions that deliver measurable value.
• Partner with internal product and development teams to build and deploy solutions that address evolving client and market needs.
• Benchmark best practices across the industry, bringing external insight into the business.

Internal Collaboration & Business Partnership

• Act as the senior internal connector ensuring client needs, market intelligence, and operational priorities are communicated effectively across all stakeholders.
• Support the General Manager in shaping the Healthcare unit's strategic direction and contributing to broader Minet business goals.
• Foster a unified, client-centric approach across all functions, ensuring seamless coordination in service delivery.

Key Result Areas

• Performance will be assessed against the following strategic priorities:
• Healthcare Business Revenue.
• Client Retention Rate.
• Customer Satisfaction (NPS / CSAT).
• Quality of Service Delivery.
• Client Engagement Depth.
• Consulting & Advisory Output.
• Customer Relationship Management.
• Regulatory & Internal Compliance.

Key Competencies

• Minimum of 7 years' progressive experience in the insurance industry, with at least 3 years in a senior leadership role.
• Deep, demonstrable expertise in healthcare insurance broking, underwriting, and client relationship management.
  Proven track record of driving client retention, portfolio growth, and operational excellence in a competitive broker environment.
• Strategic thinking with the ability to translate market dynamics into client value and business growth.
• Exceptional client relationship and stakeholder management skills able to engage effectively at C-suite level.
• Strong negotiation skills with experience in insurance contract management and insurer SLA goveance.
• Outstanding people leadership, with demonstrated ability to build, develop, and inspire high-performing teams.
• Excellent written and verbal communication, with strong report writing skills.
• High organizational agility able to manage multiple priorities across complex, multi-functional teams.

Knowledge And Skills Required

• Excellent communicator in both verbal and written English.
• Strong analytical and risk management capability.
• Excellent computer skills.
• Good organizational skills, agile, resourceful and collaborative.
• Problem solver/solution oriented.
• Team player.

Professional and Academic Qualifications

• Master’s degree in insurance, Business Administration, or a relevant discipline is an added advantage
• Bachelor’s degree in insurance, Business, or an equivalent field.
• Professional certification in insurance (ACII, AIIK).