Relationship Executive - Life Business at Old Mutual Kenya

Job Description

• The Relationship Executive supports the implementation of the corporate client retention strategy by managing day-to-day interactions with assigned schemes, intermediaries, and HR contacts. The role ensures delivery of superior client experience through proactive engagement, issue resolution, and timely communication.

KEY TASKS AND RESPONSIBILITIES

• Support execution of the client engagement plan by managing routine scheme interactions, addressing client needs, and ensuring service expectations are met
• Coordinate with internal stakeholders (claims, underwriting, servicing) to ensure timely and accurate resolution of scheme-specific queries or escalations
• Assist in preparing client performance reviews, renewal packs, and post-meeting documentation for use during client engagements and negotiations
• Utilise CRM, policy administration and digital engagement platforms to support retention initiatives
• Participate in scheme onboarding and handover to ensure service continuity and early relationship strengthening
• Assist in monitoring scheme experience and support client outreach where scheme performance indicates potential retention risks
• Support the organization of retention events and initiatives, including wellness days, scheme education, and training forums
• Ensure all client interactions adhere to internal compliance protocols, Anti-Money Laundering (AML) guidelines, the Data Protection Act (DPA)
• Maintain client confidentiality and escalate any compliance risks or data privacy concerns encountered during client engagements
• Promote digital self-service solutions to improve customer convenience
• Provide insights on customer behaviour and emerging retention risks
• Escalate data quality gaps that may affect customer engagement, policy servicing or regulatory compliance

SKILLS AND COMPETENCIES

• Strong relationship management and interpersonal skills
• Excellent communication (verbal and written) and client presentation abilities
• Analytical thinking and attention to detail
• Proactive, solution-oriented, and client-centric approach
• High integrity and professionalism in handling confidential information
• Ability to coordinate across departments and follow through on client requests

KNOWLEDGE & EXPERIENCE

• Minimum 2–4 years of experience in client relationship management, corporate servicing, or insurance operations
• Experience working with group insurance products or employee benefit solutions preferred

QUALIFICATIONS

• Bachelor’s degree in Commerce (BCOM), Marketing, or a business-related field
• Professional insurance qualification (e.g., AIIK, ACII, LOMA)