Purpose for the Job

To retain the Retail & SME portfolio by delivering seamless, high-quality service aligned with the division’s strategy. Drive organic growth across all Retail Insurance lines including Motor, Medical, Life, Pensions, SME, General Insurance, and Home Insurance by leveraging available digital solutions and other distribution channels, in line with the Retail & SME budget.

Duties and Responsiblities

• Provide clients with the highest standard of service, handling all queries promptly and professionally.
• Maintain regular engagement with clients and develop a strong understanding of their businesses.
• Initiate client engagement for policy renewals at least 60 days prior to the renewal date.
• Maintain an aggregate retention rate of at least 95% within the SME book.
• Drive organic growth of existing business by at least 40%.
• Ensure that 75% of renewals are processed through digital platforms.
• Conduct member education sessions for clients upon policy renewal.
• Ensure a seamless customer journey throughout the digital renewal process.
• Ensure retention business meets KYC documentation requirements.
• Ensure retention business complies with cash-and-carry policies and credit authorization guidelines.
• Identify and pursue new partnership opportunities within the Retail & SME division.
• Maintain strong working relationships with insurers.
• Identify opportunities within the existing client base to promote Retail & SME products through digital sales solutions, in line with divisional targets.
• Submit weekly retention reports and sales pipeline updates to the Head of Retention.
• Perform other duties as assigned, including supporting other functional areas as needed to manage workload and cover absences.

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 handling SME book will be an added advantage.
• At least 3 years’ experience in retention and business development.
• Healthy knowledge of IT solutions and systems applications.

Professional and Academic Qualifications

• A business-related degree from a recognized university.
• Diploma in insurance AIIK or ACII.