Open Roles at Old Mutual Kenya

Job Description

• The Customer Service Officer is responsible for delivering exceptional front-line service to Retail Life and Pensions customers by responding to inquiries, resolving issues, and guiding clients throughout the policy lifecycle. The role supports policyholders, intermediaries, and internal teams in ensuring a positive customer experience and contributes to business retention through effective service delivery.

KEY TASKS AND RESPONSIBILITIES

• Serve as the primary point of contact for walk-in, telephone, and email inquiries from policyholders and intermediaries via the client service mailbox
• Respond promptly and accurately to customer inquiries, ensuring high standards of service delivery
• Handle customer requests including policy status updates, premium queries, beneficiary updates, and product information
• Liaise with internal departments such as underwriting, claims, and policy maintenance to resolve service issues and follow through on client requests
• Educate customers on self-service tools and support adoption of digital platforms
• Capture and update client information accurately in the CRM and policy administration systems
• Log, escalate, and follow through on complaints in line with the complaints management framework
• Support client retention efforts through proactive customer engagement and follow-up
• Ensure adherence to turnaround times (TATs) and service level agreements (SLAs) to deliver consistent customer experience
• Ensure full compliance with applicable laws, regulatory requirements, and internal controls, including OSHA standards and required permits and licenses
• Provide support during service campaigns, product launches, and customer satisfaction surveys
• Ensure all client interactions are handled in compliance with internal policies and external regulations including the Insurance Act, Data Protection Act (DPA), and Anti-Money Laundering (AML) guidelines
• Perform any other duties related to the role as may be assigned by the Reporting Supervisor from time to time

SKILLS AND COMPETENCIES

• Excellent verbal and written communication skills
• Customer-centric mindset with problem-solving ability
• Strong interpersonal skills and emotional intelligence
• Discretion and confidentiality in handling personal and policy data
• Attention to detail and accuracy in service delivery

KNOWLEDGE & EXPERIENCE

• 2–3 years of experience in customer service within an insurance or financial services environment
• Familiarity with life insurance administration systems and processes
• Knowledge of life insurance products and policy administration processes
• Proficiency in CRM tools and Microsoft Office applications

QUALIFICATIONS

• Bachelor’s degree in Commerce, Business Administration, or a related discipline
• ALMI qualification with demonstrated progress towards FLMI, AIIK, ACII
• FLMI qualification will be an added advantage

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Job Description

• Reporting to the General Manager - Distribution the incumbent will be responsible for all corporate business activities in General Insurance (GI) – Broker Channel, achievement of set business targets; promote profitable growth while ensuring mutually beneficial business relationship with the relevant stakeholders.

KEY RESPONSIBILITIES   

• Drive Growth & Profitability: Develop and execute sales strategies to drive new business for GI - Brokers. Ensure profitability by managing loss ratios and expense ratios.
• Strategic Planning: Formulate and execute long-term and short-term strategic plans for the Broker channel in alignment with the company’s strategic objectives.
• Revenue Management: Chair weekly revenue meetings, setting clear goals for the broker channel and reviewing performance regularly to ensure targets are met.
• Credit Management: Implement and enforce the company’s credit policy by managing premium collections and prudent debtors’ management.
• Recruitment of new Brokers and ensure continuous training. 
• Set annual sales targets for BDOs and track performance monthly. Share progress reports with GM Distribution. 
• Oversee the management of Brokers, ensuring their needs are met and fostering longterm relationships.
• Develop and execute a robust Brokers engagement plan through daily visitation plans, customer solution presentations, hosting Brokers trainings, and appreciation meetings among others. 
• Ensure strict adherence to risk control and self-assessment checklists. Implement compliance measures across the Broker channel in credit management and distribution.
• Ensure all Brokers meet regulatory and internal compliance requirements before onboarding.
• Timely Quotation Delivery: Ensure quotations are delivered within the agreed turnaround times (TATs) to meet customer/Brokers expectations.
• New Business Development: Actively seek out new business opportunities within the broker channel to expand the portfolio.
• Supporting the Old Mutual Group Integrated Financial Services (IFS) strategy by collaborating with other Lines of Business within the group (Life, Investment, Health and Banking) to drive customer and revenue growth through actively seeking of cross-selling opportunities. 
• Develop new product concepts for review and development by the technical committee and launch of new products in collaboration with relevant departments and teams
• Review existing products in view of market development and customer requirement and propose revision for consideration by the technical committee.   
• Manage, train and mentor Corporate section staff to achieve high levels of motivation and productivity.

SKILLS AND COMPETENCIES

• Strong leadership and management skills.
• Ability to work independently and build effective interpersonal relations. 
• Strong Business acumen.
• Professionalism in dealing with both internal and external customers.
• Effective communication both written and verbally.
• Proficiency in use of computer programs.
• Aligns Execution - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Manages Complexity - Making sense of complex, high volume and sometimes contradictory information to effectively solve problems.
• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Ensures Accountability - Holding self and others accountable for meeting commitments.
• Business Insight - Applying knowledge of business and the marketplace to advance the organization’s goals.
• Strategic Vision - Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Provides cautious, timely and helpful service to encourage client loyalty.
• Engages & Inspires - Creating a climate in which people are motivated to do their best to help the organization achieve its objectives.
• Instils Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Cultivates Innovation - Creating new and better ways for the organization to be successful.
• Develops Talent - Developing people to meet both their career goals and the organization’s goals.

QUALIFICATIONS (Academic, Professional, Experience)

• 1st Degree in business or related field.
• Progress towards ACII or equivalent.
• At least 5 years' experience in General insurance industry in the areas of business development and/or marketing.   
• Business management training.

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Job Description

• The Unit Manager, IPMI will be responsible for driving IPMI business growth through new business acquisition, development of broker and agent relationships, market expansion and retention of existing business. The role will be accountable for delivering agreed IPMI production and revenue targets.

KEY RESPONSIBILITIES

• Deliver agreed IPMI new business revenue targets.
• Develop and manage a strong IPMI sales pipeline and drive conversion.
• Identify and develop new business opportunities across brokers, agents, corporates and strategic partners.
• Recruit, develop and manage IPMI intermediaries and support them in achieving production targets.
• Build and maintain strong relationships with key brokers, agents and clients.
• Develop and execute business development and market growth plans.
• Conduct IPMI product presentations, intermediary engagements and sales activities.
• Provide market intelligence on competitors, opportunities and emerging threats.
• Coordinate with the administrating broker, operations, and other teams to facilitate timely delivery of IPMI Inquiries.
• Ensure compliance with company policies, AML policies, regulatory requirements and IRA guidelines.
• Provide regular reporting on production, pipeline, activities and performance.

KEY SKILLS & COMPETENCIES

• Strong sales and business development skills.
• Excellent communication, presentation and negotiation skills.
• Strong relationship management and influencing skills.
• Commercial acumen and market intelligence.
• Ability to build and convert sales pipelines.
• Strong planning, organisation and execution skills.
• Leadership, problem-solving and conflict-resolution skills.

QUALIFICATIONS & EXPERIENCE

• Degree/Diploma in Insurance, Business, Marketing, Finance or related field.
• Minimum 2 years' experience in insurance or financial services, with strong sales/business development experience.
• Experience in Health insurance & IPMI is an advantage.
• Experience managing brokers, agents or corporate clients.
• COP Certificate and valid IRA licence.
• Proficiency in Microsoft Office.