Senior Relationship Officer – Bancassurance

Sidian Bank Limited is a Kenyan financial institution established in 1984, offering a range of banking and financial services. It is headquartered in Nairobi, Kenya.

Reporting to the Branch Manager, the Senior Relationship Officer – Bancassurance is tasked with the strategic acquisition and sustainable growth of bancassurance and bank business. This role primarily focuses on retail life, pensions, and non-life insurance products, working in close collaboration with cluster bank branches. Key responsibilities include profiling the bank’s customer base, accurately assessing their insurance requirements, engaging them with appropriate products, and ensuring the efficient placement of insurance covers, all while aligning with the overall strategy of both the intermediary and Sidian Bank.

1. Take full responsibility for all product lines and sales and business development for new business portfolios.
2. Achieve consistent business growth targets for the overall business portfolio, encompassing both risk and investment products.
3. Ensure that the cluster and each branch meet their set business income targets for all retail life products.
4. Provide continuous training to branch staff on insurance products, onboarding documentation, and claims processes to enhance awareness and product consumption.
5. Verify that all customers accurately complete required forms and that proper documentation is maintained.
6. Attend all scheduled weekly, monthly, and quarterly departmental meetings.
7. Ensure timely and smooth movement of documents between clients and insurers.
8. Prepare accurate and timely weekly and monthly production reports, along with any other reports requested by management.
9. Work closely with cluster branches to generate referrals, build a sales pipeline, and cross-sell to existing customers.
10. Attend all relevant bank branch meetings to foster integration with staff.
11. Ensure that agreed retail and group revenue budgets (targets) are met through the cluster branches.
12. Gather market intelligence on competitor activities and market trends to identify new business opportunities and contribute to the customization of existing products and development of new ones.
13. Cultivate strong relationships with cluster Branch Managers to ensure value-added support for bancassurance business.
14. Understand and provide clear direction to cluster branches based on local market analysis, consumer trends, and competitor offerings.
15. Establish relationships with key clients or business influencers in the local area, including client entertainment within set budget limits.
16. Enhance product awareness by communicating, delivering, and offering solutions that provide value for customers, shareholders, and partners.
17. Participate in all regional initiatives alongside other business units and sectors to promote bancassurance and other bank business.
18. Mentor Bancassurance Branch champions who will lead insurance product initiatives in each branch.
19. Drive customer satisfaction and build a base of promoters by enhancing positive customer experience and advocacy to achieve competitive advantage, faster organic growth, and lower costs.
20. Achieve set customer satisfaction score (CSAT), Customer Effort Score (CES), Customer Engagement Score, and Net Promoter Score (NPS) targets.
21. Coordinate branch initiatives aimed at gathering customer feedback on service standards and advise Branch and Bancassurance leadership on improvements.
22. Engage with customers and provide support during personal needs to develop strong bonds and loyalty.
23. Minimize customer attrition by offering required solutions and proactively responding to queries and complaints.
24. Achieve the required minimum client visits and customer engagement forums weekly and monthly.
25. Identify financial and non-financial requirements of High Net Worth (HNW) clients by conducting financial needs analysis.
26. Identify personal career path within the bank.
27. Stay abreast of staff communications and attend staff meetings, including morning huddles and weekly progress meetings.
28. Prepare an annual Personal Development Plan (PDP) and ensure its actualization.
29. Adhere to the bank's policies and procedures, dress code, code of conduct, and HR policies, and follow laid down grievance and disciplinary procedures.
30. Ensure closure of identified deficiencies from concluded audits, correction within stipulated timelines, and prevent repeat findings.
31. Achieve the set number of learning/training hours for self and direct reports through E-learning and internal training activities.
32. Comply with the Bank’s AML & CFT policy as defined in CBK Prudential guidelines.
33. Comply with risk control processes designed to eliminate or minimize AML-CFT risk exposure and potential losses.
34. Embrace system-based compliance practices in high-risk activities.
35. Ensure that the bank does not transact business with persons whose names match those on sanctions lists in day-to-day business.
36. Immediately report any suspicious transactions or activities to the compliance function.

1. 2-3 years of experience in insurance sales management within the insurance or Bancassurance sector, including a minimum of 1 year of direct sales experience.
2. Strong knowledge of compliance and regulatory requirements specific to the bancassurance, insurance, and banking sectors.
3. Must be self-driven, highly motivated, and disciplined.
4. Advanced proficiency in MS Office applications, including MS Excel, MS Word, and PowerPoint.
5. Excellent interpersonal and business communication skills.
6. Highly presentable with excellent presentation abilities.
7. Possess excellent business acumen and strong report writing skills.
8. Good decision-making and problem-solving abilities.
9. A Diploma in Insurance or a Certificate of Proficiency (COP) in Insurance, OR a Bachelor of Commerce (Insurance Option) or Bachelor of Science (Actuarial Science) degree.