Purpose for the Job
To build and sustain strong client relationships by delivering exceptional account management, ensuring high client retention, driving customer satisfaction, and identifying opportunities for organic business growth through proactive engagement and effective stakeholder collaboration.
Duties and Responsibilities
- Develop and implement data-driven, client-specific strategies and tactical plans that deliver measurable value, enhance client satisfaction, and support business retention.
- Maintain a deep understanding of industry trends, regulatory requirements, and best practices to provide clients with timely, relevant, and value-added insights.
- Build, strengthen, and sustain long-term client relationships through regular engagement, technical advisory services, and proactive resolution of client service issues.
- Develop an in-depth understanding of clients’ strategic objectives, business priorities, and operational needs to recommend tailored insurance products and solutions.
- Maximize revenue from existing accounts by identifying opportunities to deliver additional products and services, increasing client retention, engagement, and account profitability.
- Identify and pursue cross-selling, up-selling, and new business opportunities through client engagement, referrals, and strategic industry networking.
- Serve as the primary liaison between clients, internal departments, and underwriters to ensure seamless coordination and consistent, high-quality service delivery.
- Manage client accounts effectively by conducting performance reviews, coordinating policy renewals, monitoring service levels, and implementing customized client engagement strategies.
- Manage client debt by monitoring outstanding balances, ensuring compliance with agreed credit terms, and collaborating with the Finance team to minimize credit risk and improve collections.
- Perform any other duties as may be assigned from time to time in support of the department’s objectives.
Key Result Areas
- Client Service Excellence
- Client Retention
- Customer Satisfaction
- Revenue Growth
- Account Management
- Client Meetings and Engagement
Key Competencies
- Strong analytical and problem-solving skills.
- Excellent verbal, written, and interpersonal communication skills.
- Strong relationship management and client engagement skills.
- Sound insurance broking and account management expertise.
- Customer-centric approach with a commitment to service excellence.
- Results-oriented with strong execution and follow-through.
- Proficiency in data analysis, report writing, and presentation skills.
Qualifications and Experience
- A minimum of five (5) years’ relevant experience in relationship management, account management, insurance, employee benefits, or a related field.
- A Bachelor’s degree in Business Administration, Insurance, Marketing, or a related field from a recognized institution.
- A Diploma in Insurance (ACII or AIIK).
- A Master’s degree in Business Administration (MBA) or a related discipline will be an added advantage.
