Retail Business Relationship Executive at Old Mutual Kenya

Job Description

The Retail Business Relationship Executive is responsible for managing and growing the Retail and SME portfolio through strong client retention, effective renewal coordination, and strategic intermediary relationship management. The role serves as a key link between Underwriting, Sales, Claims, Credit Control, and Intermediaries to ensure seamless service delivery, while also identifying new business opportunities in the health insurance sector, driving sales growth, and building long-term, trust-based client and partner relationships.

KEY TASKS AND RESPONSIBILITIES

Retention & Renewal Management

• Manage the renewal cycle and ensure terms/notices are issued by the 15th of each month for SME and 60 days in advance for Retail renewals
• Maintain and update the renewal tracker
• Conduct daily follow-ups with intermediaries via calls, visits, and emails
• Confirm renewals and obtain renewal instructions
• Participate in renewal meetings with intermediaries and clients
• Support credit control through renewal premium collection and confirmation.

Relationship Management

• Act as the primary point of contact for intermediaries
• Maintain strong relationships to ensure maximum retention of profitable accounts
• Handle and resolve customer and intermediary concerns promptly
• Conduct quarterly and monthly performance reviews with key partners for SME.

Portfolio Growth

• Identify selling opportunities
• Conduct market research to identify new SME and retail prospects
• Analyse market trends, competitor activity, and client needs
• Develop proposals, presentations, and product demonstrations
• Support sales planning and execution with the Head of Retail
• Lead contract negotiations and close deals.

Internal Coordination

• Work closely with underwriting, claims, and customer service teams
• Coordinate with marketing on campaigns supporting retail and SME
• Ensure compliance with regulations and internal policies
• Provide regular performance and market intelligence reports.
• Ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes the execution of customer due diligence processes, ensuring compliance with know-your-customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

SKILLS AND COMPETENCIES

• Good communication skills
• Ownership & Commitment
• Customer Focus
• Time management & Negotiation skills
• Business Planning & Implementation
• Honesty and integrity
• Good assessment and analytical skills
• Ability to work with cross-functional teams.
• Ability to meet strict deadlines.
• Excellent sales and customer service skills, with proven negotiation skills.
• Excellent supervisory and leadership skills.
• Thorough understanding of the company’s products and/or services, and those of immediate competitors in the surrounding market.
• Strong analytical, data, and reporting skills.

Qualifications:

• A business-related degree from a recognized university
• Relevant professional insurance qualification – CII/ACII/LOMA
• Strong skills with Microsoft Office Package: Excel, PowerPoint, and Outlook Technical

Knowledge

• 2 years in medical insurance business development and underwriting functions