The Relationship Executive role at Old Mutual Kenya is centered on the proactive management of customer and intermediary relationships within an assigned portfolio of schemes. The primary objective is to ensure a superior customer experience, foster profitable growth through the retention of existing business, and uphold the Old Mutual Customer Service Charter. The role involves working closely with various departments to deliver high-quality service, tracking key performance metrics like NPS (Net Promoter Score) and NES (Net Effort Score), and gathering critical market intelligence for competitive pricing during renewals and tenders.
Key Tasks and Responsibilities
Relationship Management: End-to-end proactive management of Intermediaries and customer relationships for the assigned portfolio of schemes.
Customer Experience: Ensure a superior customer experience is consistently provided to intermediaries/clients while collaborating effectively with internal departments.
Performance Tracking: Track and report on the delivery of the Old Mutual Customer Service Charter to meet set NPS and NES targets.
Portfolio Growth: Contribute to the profitable growth of the portfolio based on annual targets through the strategic retention of existing business.
Market Intelligence: Responsible for obtaining and providing accurate market intelligence on renewal and tender business to ensure competitive pricing.
Cost Control: Proactively manage and reduce costs, including implementing controls for adverse performing schemes.
Financial Support: Support processes related to excesses, undertakings, and premium collection.
Compliance: Adhere to all set processes, procedures, and control parameters.
Digital Adoption: Train and increase the uptake of automation initiatives by clients and intermediaries, demonstrating a comprehensive understanding of these tools.
Professional Development: Exhibit teamwork and a commitment to continued personal and professional development.
Skills and Competencies
Technical Proficiency: Expertise in Health Benefit Plans Management, Key Accounts Management, and Customer Servicing.
Communication: Excellent presentation and public speaking skills, along with strong report writing and interpersonal abilities.
Operational Excellence: Ability to work independently in a fast-paced environment and a high degree of flexibility.
Business Acumen: Good understanding of the market, personal and professional ethics, and a self-starter attitude.
Cognitive Skills: Analytical thinking, risk management, decision-making, and strategic orientation.
Culture: Sensitivity towards Diversity, Equity, and Inclusion.
Knowledge and Experience
2-3 years’ experience in the insurance industry, specifically within client servicing.
Proven experience in handling SME and Corporate clients/portfolios is mandatory.
Background in sales is highly desirable.
Qualifications
Education: University Graduate with a business-related degree (e.g., B.Com, Finance, Business Administration with Insurance Option, Marketing, or Economics).
Certifications: Professional insurance qualifications such as CII or COP are considered an added advantage.
IT Skills: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
How to Apply
Interested and qualified candidates should submit their application online via the Old Mutual career portal. You can access the application page here: Old Mutual Kenya Application Link. Follow the instructions on the Workday portal to complete your submission.
How to Apply
Interested and qualified candidates should apply online through the Old Mutual Workday portal. Use the following link to navigate to the application form: Old Mutual Kenya on oldmutual.wd3.myworkdayjobs.com. Ensure you fill out all required fields and upload your CV as prompted.
