Job Purpose:<\/p>\n
\tThe Relationship Executive serves as a vital link between clients and the Health Business, dedicated to fostering strong relationships by delivering exceptional service and support. This role involves understanding client needs, addressing inquiries, and resolving issues to ensure a seamless experience with policy management by collaborating with internal teams and engaging with onboarded schemes, the Relationship Executive aims to enhance client satisfaction, drive retention, and contribute to the overall growth of the Business.<\/p>\n
Key Responsibilities:<\/p>\n
\tClient Relationship Management. Establish and maintain strong relationships with key accounts, acting as a point of contact to understand their unique needs, anticipate potential challenges, and proactively address them to ensure retention and satisfaction.
\n\tRetention Strategy Execution. Collaborate with cross-functional teams to design and implement strategies specifically aimed at retaining high-value clients and reducing churn within the portfolio. Driving policy renewals, supporting organic growth, and assisting the Business Development team in onboarding new clients.
\n\tData-Driven Decision Making.\u00a0Conduct regular reviews of client performance data, including claims, usage patterns, and customer feedback, to inform strategic adjustments and identify opportunities for targeted retention initiatives.
\n\tRisk Assessment and Mitigation.\u00a0Work closely with underwriting to assess the risk profiles of clients, recommend adjustments to premium levels, and adjust coverage based on client history and renewal discussions to ensure the Net Loss Ratio remains within set targets.<\/p>\n
Member Education and Client Engagement<\/p>\n
\tMember Education.\u00a0Implement educational programs aimed at enhancing members’ understanding of their health insurance benefits, claims processes, and wellness initiatives. This can include webinars, informative newsletters, and easy-to-understand guides.\u00a0
\n\tHealth Talks and Workshops.\u00a0Work in liaison with the Wellness team to offer regular health talks and workshops, featuring experts who can educate members on preventive care, wellness, and managing chronic conditions.\u00a0
\n\tScheme Review Meetings.\u00a0Conduct regular scheme review meetings with clients to discuss policy performance, claims trends, and potential adjustments. This provides transparency and allows clients to give feedback, strengthening their relationship with the company.
\n\tClient Engagement Events. Host client engagement events such as business lunches, roundtable discussions, and appreciation dinners to build stronger connections, encourage open communication, and demonstrate appreciation for their continued partnership.
\n\tCollaborative CSR Initiatives.\u00a0Partner with clients on Corporate Social Responsibility (CSR) activities, such as \u00a0health drives or charity events to help build goodwill, enhances brand reputation, and strengthens client relationships.
\n\tWellness Camps and Health Screenings.\u00a0Organize wellness camps, health screening sessions, and vaccination drives to promote preventive healthcare among insured members. These events serve as an added value to clients, showing commitment to their well-being.
\n\tCross-Selling and Upselling Opportunities.\u00a0Identify and act on opportunities to introduce clients to additional products or services that meet their needs, thereby supporting revenue growth and deepening client relationships.
\n\tPerformance Metrics and Reporting.\u00a0Track and report on retention-related KPIs, providing insights into client behavior, portfolio performance, and areas for improvement to upper management on a quarterly basis.
\n\tQuality Assurance in Service Delivery.\u00a0Regularly review the quality and consistency of client communications and services to ensure alignment with company standards and client expectations.
\n\tRisk Communication to Clients.\u00a0Provide clients with insights on potential claim risks based on data analytics, ensuring they understand and engage uptake recommended loss mitigation measures
\n\tPolicy Renewal Optimization.\u00a0Implement renewal strategies, including early outreach to clients and negotiation of terms, to ensure high retention rates and client satisfaction. This includes discussions on policy performance, feedback collection, and negotiations to resolve any concerns well in advance
\n\tIncentive Programs for Long-Term Clients.\u00a0Implement incentive programs that reward long-term clients with loyalty benefits, discounts, or exclusive services, encouraging them to continue renewing their policies.
\n\tPremium Collection and Payment Management.
\n\tTimely Processing of Additions and Deletions. Ensure that all client requests for member additions and deletions are processed accurately and promptly.
\n\tPrompt Issuance of Debit and Credit Notes.\u00a0In liaison with the Onboarding team ensure generate and dispatch debit and credit notes without delay, This should be up-to-date and accurate.
\n\tPayment Reminders and Follow-ups.\u00a0Implement a structured process for sending regular payment reminders to clients, including early notifications, due date alerts, and follow-up communications. This encourages timely payments and reduces the risk of overdue accounts.
\n\tDemand Notices for Unresponsive Payers. Issue demand notices to clients who remain unresponsive to reminders, ensuring that outstanding payments are addressed promptly.\u00a0
\n\tCollaboration with Finance and Account Management. Work closely with the finance team to track payment status, receipt premiums reconcile accounts and address any discrepancies or disputes.\u00a0
\n\tPayment Plan Arrangements. Where necessary, negotiate payment plans with clients facing financial difficulties to support continued coverage while ensuring the company receives outstanding premiums within an agreed timeframe.<\/p>\n
Knowledge, experience and qualifications required:<\/p>\n
\tBachelor\u2019s degree in business (insurance option preferred)
\n\tProfessional qualification in Insurance (ACII, FLMI or IIK)
\n\t6-8 years\u2019 experience in Client Retention<\/p>\n
go to method of application \u00bb<\/p>\n
Use the link(s) below to apply on company website. \u00a0<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Britam","_company_website":"https:\/\/www.britam.com","_company_tagline":"Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financi... read moreal products and services in Insurance, Asset management, Banking and Property. Our Mission is to provide outstanding financial services to our customers. Our Vision is to be the most trusted financial service partner. We aim to provide our clients, with an unmatched offering, ensuring first class solutions that help secure the future.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[721,693,734],"job-types":[687],"class_list":{"0":"post-92319","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/92319","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=92319"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=92319"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=92319"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=92319"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}