Senior Executive, Client Retention - Medical Broking at Zamara Kenya

Roles and responsibilities

Achieving Zamara’s ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team. The Senior Executive, Client Retention will ensure 100% client satisfaction leading to retention and business growth through referrals.

The role will report to the Manager, Client Service.

People Management

• Drive excellent team performance through adherence to all clients SLAs.
• Coach & mentor team members in order to grow internal capacity.

Relationship Lead

• Maintain strong relationships with all clients to ensure 100% retention.
• Handle escalated cases to completion.

Operations

• Review prepared scheme performance reports for all schemes in preparation for presentation to clients.
• Ascertain that scheme performance measures e.g. utilization reports are provided to clients within the given time frames to aid the client in decision making
• Monitor fund accounts by ensuring invoicing & reporting is done in time and agreed on checks and controls are adhered to.

Value Adds

• Review proposed value adding concepts to ascertain their viability and that they are implemented and results recorded for improvement of service offering.

Complaint Management

• Revert to clients on escalated issues and complaints raised ensuring that customers are always satisfied by the service level given.
• Take full responsibility and ownership of tasks and issues raised.

Business Development

• Drive organic growth and new business by generating referrals from clients through great service, professional advice and knowledge of insurance and maximizing opportunities at all times to cross/up sell to client in respect of all covers.

Business Retention

• Ensuring that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client’s budget and benefits.

Monitoring and Evaluation

• Preparation of monthly reports detailing achievements against set deliverables for key client service deliverables including but not limited to compliance, member educations, reviews, member utilities, fund account status and overall interaction with clients.
• Responsible for carrying out annual client survey to ascertain client satisfaction.

Experience and personal qualities

• Bachelor’s degree in insurance/Health/Customer Service/Business related field.
• Professional qualification in customer service.
• Minimum of 5 years key accounts management with a bias in insurance sector.
• Ability to analyze and interpret financial statements.
• Excellent communication skills
• Team player
• Eye for detail
• Superior key accounts management/relationship management skills.
• Reporting Skills
• Excellent analytical skills
• Business etiquette