Account Relationship Manager at Minet Kenya

To manage key client accounts and ensure a high level of customer satisfaction by leveraging Minet’s expertise, resources, and partnerships. The role focuses on client retention, service excellence, and account growth, while maintaining strong relationships with both clients and insurance carriers.

Duties and Responsiblities

Business Retention

• Build and maintain strong, long-term relationships with assigned clients.
• Understand each client’s business priorities and strategic direction to deliver tailored solutions.
• Develop and implement a client promise plan to ensure service consistency and accountability.
• Facilitate stewardship meetings with clients at least twice a year to review performance and address issues.
• Solicit and analyze annual client feedback to drive continuous improvement.

Carrier Management

• Identify and recommend appropriate insurance carriers based on client needs.
• Ensure all policies are issued with the correct terms, conditions, and wordings.
• Develop and maintain Service Level Agreements (SLAs) with carriers to ensure service quality.
• Monitor carrier performance regularly and take corrective action when necessary.

OPERATIONAL RESPONSIBILITIES

• Handle invoicing processes and follow up on underwriting endorsements.
• Manage and monitor client debt to ensure timely payments and minimize risk.
• Issue accurate and timely policy documentation to clients.
• Audit policy documents to ensure they align with client expectations and agreed terms.
• Identify and pursue opportunities for organic account growth.
• Oversee the end-to-end claims process, ensuring prompt resolution and communication with clients.
• Maintain strong strategic partnerships with Minet Global Partners to leverage international expertise and support.
• Provide support to the Sales Team as needed, including participating in pitches and onboarding new clients.

Key Result Areas

• High-Quality Service Delivery: Consistently deliver excellent client service in line with Minet’s standards and client expectations.
• Effective Relationship Management: Build and nurture strong relationships with clients and carriers to support long-term business partnerships.
• Business Retention: Maintain high retention rates of assigned accounts through proactive engagement and service excellence.
• Business Growth: Identify and pursue opportunities for organic growth within existing accounts.

Key Competencies

Knowledge And Skills Required

• Minimum of 5 years' experience in a similar client-facing or account management role within the insurance or financial services industry.
• Proven experience in managing key accounts and delivering client-focused solutions.

Professional and Academic Qualifications

• Bachelor’s degree in a relevant field.
• Diploma in Insurance.