Purpose for the Job

To retain the Retail & SME business by offering seamless service in line with the Retail & SME strategy. Organically grow the existing business in all Retail Insurance Lines including Motor, Medical, Life, Pensions, SME, GI, Home Insurance using the available Digital Solutions and other distribution lines in line with the Retail & SME budget.

Duties and Responsiblities

• Provide clients with the highest standard of service and handle all queries promptly.
• Maintain regular engagements with clients and develop an intimate knowledge of their business.
• Engage clients for renewal of policies at least 60 days to date of renewal.
• Maintain an aggregate retention rate of at least 95%.
• Ensure existing business organically grows by 40%.
• Ensure that 75% of renewals are managed through the digital platforms.
• Member education for clients upon renewal of policies.
• Ensure a smooth customer journey for the digital renewal process.
• Ensure retention business meets KYC documentation threshold.
• Ensure retention business is in line with the cash and carry policy / credit authorization.
• Identify new partnership opportunities for the Retail & SME division.
• Maintain close working relationship with the Insurers.
• Identify opportunities within existing business for purposes of selling Retail & SME products through digital sales solution and in line with the division’s targets.
• Submit weekly retention reports & sales pipeline to the Head of Retention.
• Perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise to balance the workload.

Key Result Areas

• At least 95% aggregate retention of the existing business for Retail & SME.
• 40% of new business production from existing business and clients.

Key Competencies

• Communication & problem-solving skills – Speaks clearly and persuasively.
• Systematic Reasoning – Recognises and clarifies problems.
• Product Knowledge – Fair knowledge and understanding of general insurance products.
• Quality – Demonstrates accuracy and thoroughness.
• Customer Service – Responds promptly to customer needs.
• Teamwork – Able to work in a team set up to achieve team commitments.
• Integrity – Maintains an honest and professional approach in all dealings.

Knowledge And Skills Required

• Minimum of 3 years’ experience. Prior experience within an insurance brokerage firm will be an added advantage.
• At least 3 years’ experience in retention and business development.
• Healthy knowledge of IT solutions and systems.

Professional and Academic Qualifications

• Bachelor’s Degree in a Business-related field from a recognized university.
• Certificate of Proficiency in Insurance.
• Diploma in Insurance (AIIK or ACII).