Relationship Officer at Old Mutual Kenya

Job Description

Reporting to the Head – Corporate Retention & Customer Experience, the Relationship Manager is responsible for providing professional guidance on policy matters, ensuring comfort and assistance of clients/intermediaries, and communicating with clients and brokers on a timely basis for relevant concerns.

Key Result Areas

• End to end proactive management of Intermediaries and customer relationships for assigned portfolio of schemes. 
• Ensure superior customer experience is always provided to intermediaries/clients while working closely with other departments. 
• Track and report on delivery of OM Customer Service Charter to meet the NPS and NES targets
• Contribute to the profitable growth of the portfolio based on set annual targets through profitable retention of existing business
• Responsible for obtaining and providing correct market intelligence on renewal/Tender business to ensure it is correctly/competitively priced. 
• Proactively manage and reduce all costs including cost controls for adverse performing schemes. 
• Support on excess, undertakings, and premium collection. 
• Adhere to all the processes, procedures and controls set parameters.
• Train and increase uptake of all automation initiatives by clients/intermediaries and having gained comprehensive understanding of the same. 
• Demonstrate teamwork/spirit and continued personal development. 
• Any other duties that may be assigned by the management.

Qualifications, Skills and Experience Required

Required Experience

• 2-3 years’ experience in the insurance industry preferably in client servicing
• Experience in handling SME/Corporate clients/portfolio is a must. 
• Sales experience and excellent report writing communication and interpersonal skills.

Educational Requirement

• University Graduate in business related degree com/Finance/Business Administration Administration-Insurance Option/Marketing/Economics
• Professional insurance qualifications - CII/COP is an added advantage
• Proficient in the use of Microsoft office suite & packages (word, excel, PowerPoint)

Skills and Competencies

Technical Skills:

• Health Benefit Plans Management
• Presentation & Public speaking skills
• Key Accounts Management
• Customer Servicing
• Ability to work independently in a fast-paced environment
• Highly motivated, flexible and adaptable nature.
• Good business acumen and good understanding of the market
• Self-starter who shows initiative and is able to work under minimal supervision
• Personal and professional ethics

Generic Competencies:

• Planning and Organising
• Analytical Thinking & Risk Management
• Process Discipline and Quality Orientation
• Decision Making
• Business Acumen
• Strategic Orientation
• Result Orientation
• Developing Self/Others
• Culture sensitivity on Diversity, Equity and Inclusion