Business Relationship Officer at Britam

Job Purpose

• The purpose of this role is to drive the growth, retention, and satisfaction of Britam Asset Managers (BAM) clients through proactive and intentional relationship management strategies. The job holder will be responsible for building and nurturing long-term, mutually beneficial relationships with both existing and potential clients, ensuring excellent service delivery and consistent client engagement.
• This role will also play a critical part in generating new business by identifying opportunities, converting qualified leads, and supporting business development initiatives, including expansion into Diaspora markets. By providing tailored solutions to meet client needs and expectations, the role holder will contribute directly to BAM’s revenue growth, client loyalty, and market positioning.

Key responsibilities
Create Relationship strategies:

• Regular engagements through calls and visitation to clients, drive long term relationships and build loyalty and a feeling of belonging.
• Design personalized communication to clients both educational on investment updates- with help from Head of fund Managers, BD and Ops.
• Work together with other stakeholders and departments e.g. customer service, Marketing and ensure seamless resolution and communication to clients.
• Service clients- Complaints and concerns to ensure smooth positive experience.
• Host targeted webinars per segment – to enhance client’s knowledge and build trust/reliability.

Retention strategies:

• Develop and co create appreciation for clients through loyalty programs.
• Identity clients’ portfolio needs financial goals and develop targeted communication to clients.
• Ask as conveyor belt between clients and management.
• Coordinate for Quarterly customer and staff surveys to solicit, analyze and action on the feedback.
• Regular update to clients on our products, services, market trends and performance.
• Predictive retention: Monitor and analyze client behavior: Investment patterns 
• Identify churn trends, periods and proactively tailor strategies to retain.

Growth strategies:

• Activation of dormant accounts.
• Upselling to existing clients.
• Cross selling to existing clients.
• Diaspora Business Development officers- Grow, retain, train clients in this segment.
• Leads conversion – Inbound and outbound-from all the marketing initiatives.

Knowledge, experience and qualifications required.

• Bachelor’s degree in sales and marketing or related field.
• 2-3 years of experience in a similar role.
• Understanding of fund management and investment products 
• Familiarity with financial markets and economic trends.
• Awareness of regulatory compliance (data protection, financial standards).
• Sales and marketing in financial services.
• Excellent communication and interpersonal skills.
• Strong negotiation and problem-solving abilities.
• Customer service orientation to enhance client satisfaction.
• Effective time management and organizational skills.
• Experience in client relationship management or customer service in financial services.
• Stakeholder management skills.
• High emotional intelligence (EQ) and adaptability.