General Manager, Retail & SME at Minet Kenya

Purpose for the Job

• To drive business growth and Retention of the Retail & SME business unit.
• To give direction to the Retail & SME division in line with Processes, Procedures and Policies as stipulated by the company.
• To drive the digitalization strategy for the division.
• To identify new markets and growth opportunities for the Retail & SME agenda.
• To define the customer service model for business retention for the Retail & SME division.

Duties and Responsiblities

• Strategy implementation.
• Drive business growth of Retail & SME insurance products - General, Health and Life insurances.
• Prepare and manage the Retail & SME divisional budget.
• Identify and create new opportunities for business acquisitions.
• Identify and create affinity partnership programs to drive business growth in Retail & SME.
• Advise on effective distribution channels and pricing strategy for the various solutions in the division.
• Lead in innovation and product development with an objective of designing products that speak to the current and emerging customer needs.
• Manage the High-Net-worth Client service model through the dedicated Relationship Management model.
• Provide leadership and direction to the team on Credit Control Management.
• Drive the digital agenda for Retail & SME to ensure the sales and customer service journey is fulfilled through this channel.
• Manage the relationship with key stakeholders including insurance companies to ensure better partnerships.
• Claims advocacy in liaison with the Claims Manager and Claims Team.
• SOP’s management and ISO compliance for the Retail & SME division.
• Key Result Areas
• Meeting of Retail & SME annual budgets.
• Business retention rate of 95%.
• Market share growth of 20% year on year.
• Growth of affinity solutions and bundled products – minimum 3 per year.
• Customer service satisfaction index of 95% and above.
• 100% conformity to operational guidelines.
• No errors and omission in Retail & SME process.
• 80% adoption of the digital process.

Key Competencies

Technical/ Sales Distribution skills

• Communication: Excellent oral and presentations skills with an ability to focus, simplify and communicate complex ideas.
• Systematic Reasoning: Advanced knowledge and ability to recognise and clarify problems and questions using professional knowledge and skills.
• Analytical: Designs workflows and procedures.
• Innovation: Generates suggestions for improving work.
• Judgment: Exhibits sound and accurate judgment.
• Coaching: Inspires colleagues and employees to develop and fosters their commitment.
• Business Acumen: Demonstrates knowledge of market and competition and ability to read and interpret accounting and financial reports.
• Cost Consciousness: Cost management skills for prudent & innovative cost controls.

Knowledge And Skills Required

• Ten years hands-on experience which include 5 years with supervisory responsibilities gained in a busy sales insurance broking, underwriting or claims environment.
• Professional and Academic Qualifications
• Bachelor's Degree from a recognized university.
•  ACII qualifications or Diploma in Insurance.
• Master’s degree in business related field will be an added advantage.
• Solid knowledge of applicable software especially MS Office.