Senior Account Executive – SME Retention at Minet Kenya

The Senior Account Executive is responsible for the retention and organic growth of the SME business in all lines by providing seamless client service, policy renewals, and cross-selling opportunities. The role ensures customer satisfaction, adherence to compliance requirements, and the achievement of business retention targets in line with the Retail & SME strategy.

Duties and Responsiblities

• Maintain an aggregate retention rate of at least 95% by ensuring a seamless renewal process.
• Engage clients at least 60 days before renewal to initiate discussions and negotiations.
• Develop and maintain strong relationships with clients, understand their business needs and provide tailored solutions.
• Plan and coordinate service meetings and client education sessions upon policy renewal.
• Ensure a smooth customer experience throughout the renewal journey.
• Drive 30% growth in existing business by identifying and leveraging cross-sell and upsell opportunities.
• Promote SME insurance solutions across multiple product lines, including Motor, Medical, Life, Pensions, General Insurance (GI), and Home Insurance.
• Identify potential partnerships that can drive SME business expansion.
• Ensure that all renewal business meets Know Your Customer (KYC) documentation requirements.
• Adhere to the cash and carry policy and credit authorization guidelines for all transactions.
• Work closely with underwriters, insurers, and other stakeholders to ensure seamless policy management.
• Submit weekly retention reports & sales pipeline updates to the Manager – SME & Bancassurance.
• Monitor policy lapses, cancellations, and client feedback to continuously improve retention strategies.
• Analyze market trends and competitor offerings to stay ahead in the SME insurance space.
• Respond to client inquiries and complaints promptly, ensuring a high standard of service delivery.
• Act as the main liaison between SME clients and insurers for claims assistance and resolution.
• Implement feedback mechanisms to enhance customer experience and service levels.
• Maintain close working relationships with insurers to negotiate better terms and pricing for SME clients.
• Work collaboratively with internal teams (Finance, Claims, etc.) to streamline processes and improve efficiency.
• Participate in networking events, industry forums, and business development initiatives to expand market reach.

Key Result Areas

• Maintain at least 95% policy renewal for SME & Retail business.
• Achieve 40% organic growth from existing clients through cross-selling.
• Conduct client meetings and education forums with all policy renewals.
• Ensure 100% adherence to KYC and regulatory standards.
• Submit weekly retention and sales pipeline reports to management.

Key Competencies

• Communication & Negotiation Skills: Ability to engage clients persuasively and handle renewal discussions effectively.
• Analytical & Problem-Solving Ability: Ability to assess client needs and provide strategic solutions.
• Product Knowledge: Solid understanding of General, Life, and Medical Insurance products for SMEs.
• Customer Service Excellence: Proactive in addressing client conces and delivering high-quality service.
• Attention to Detail: Strong focus on accuracy in documentation and policy administration.
• Teamwork & Collaboration: Ability to work with multiple departments to achieve business objectives.
• Integrity & Professionalism: Upholds ethical standards and maintains client confidentiality.

Knowledge And Skills Required

• 3 – 5 years of experience in SME client retention or business development within an insurance brokerage or underwriting firm.
• Experience in managing SME insurance portfolios, client renewals, and cross-selling opportunities.

Professional and Academic Qualifications

• Bachelor’s Degree in a Business-related field (Insurance, Finance, Marketing, Actuarial Science, or related).
• Diploma in Insurance (AIIK or ACII).