The Relationship Officer role (Job Ref. No: JLIL 361) is critical for driving business growth and retention within the group life servicing sector. The role holder is primarily responsible for establishing and maintaining robust relationships with corporate clients, brokers, and intermediaries. Additionally, the officer supports day-to-day group life servicing operations by analyzing business processes, identifying operational and strategic needs, and implementing data-driven solutions to optimize performance, enhance customer experience, and ensure regulatory compliance.
Main Responsibilities
Strategy
- Execute the strategic plan for the Group Life Servicing department under the guidance of the Team Leader.
- Conduct market research and analysis to identify trends, competition, and evolving customer needs.
- Perform financial analysis to identify cost-saving opportunities and recommend strategies to improve profitability and operational efficiency.
Relationship Management
- Client Relationship Management: Build and maintain long-term relationships with corporate clients, brokers, intermediaries, and medical service providers through regular meetings.
- New & Renewal of Schemes: Assist the Business Development team in obtaining data for onboarding new clients and supporting existing clients during renewal.
- Market Intelligence & Reporting: Monitor competitor activity, client feedback, and regulatory changes; provide performance insights and reports to management.
Operational
- Policy Renewals: Coordinate renewals, prepare documentation, and communicate terms, including renewal negotiations.
- Stakeholder Engagement: Liaise with underwriters, actuaries, and internal departments to ensure smooth operations.
- Customer Service: Act as the primary contact for policyholders and stakeholders; promptly resolve inquiries and issues.
- Claims Support: Facilitate claims processing and provide assistance to policyholders.
- Compliance & Documentation: Maintain accurate records and ensure regulatory compliance.
- Reporting & Analysis: Generate performance, claims, and customer satisfaction reports.
- Commission Payments: Ensure broker/agent commissions are processed within 3 working days of premium receipt.
Jubilee Life Brand
- Promote effective public relations and enhance the company’s corporate image in all client and intermediary interactions.
- Ensure clients experience a consistent, professional, and high-quality service aligned with Jubilee Life’s brand values.
Corporate Governance
- Adhere to all regulatory requirements, internal policies, and standard operating procedures.
- Implement data protection and privacy practices to safeguard customer information.
- Participate in audits and address identified gaps promptly.
- Stay updated with Kenyan insurance regulations and industry best practices.
- Mitigate emerging business risks proactively.
People and Culture
- Cross-Functional Collaboration: Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group.
- Employee Collaboration Index: Participate in a minimum of 2 company projects per year with an 80% success rate and engage in at least 1 Group-wide project per year.
- Skills and Competency Development Index: 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges.
- Cultural Alignment Index (CAI): Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics.
- Conflict Resolution: Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
- Resource Advocacy: Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success.
Key Competencies
The successful candidate should possess the following core skills and competencies:
- Investment Management Expertise: Strong understanding of insurance investments, portfolio construction, and ALM principles.
- Financial & Market Analysis: Advanced ability to interpret market data, economic indicators, and financial models.
- Regulatory Awareness: Deep understanding of IRA and CMA investment frameworks.
- Risk Management: Skilled in identifying and mitigating investment and liquidity risks.
- Analytical Tools: Proficiency in Excel, Bloomberg, Morningstar, or equivalent portfolio management systems.
- Communication: Strong report-writing and presentation skills for diverse audiences.
- Ethical Integrity: High professional and fiduciary standards.
- Collaboration: Effective teamwork across Finance, Actuarial, and Risk functions.
Academic Background & Relevant Qualifications
- Bachelor’s degree in Insurance, Finance, Business or a related field.
- Diploma in Insurance, LOMA, CII or IIK qualification is advantageous.
- 2-3 years’ experience in group life servicing, insurance operations or related roles.
- Proven experience in client relationship management and policy administration.
- Familiarity with insurance systems, compliance requirements, and market research.
- Experience working in team-oriented roles and collaborating with multiple stakeholders.
