Relationship Executive

Old Mutual Kenya is a financial services group founded in 2015, operating in the banking, financial services, and insurance sectors. Based in Nairobi, Kenya, the company provides a range of financial solutions to its clients.

The Old Mutual Group is seeking a Relationship Executive to manage client and intermediary relationships for an assigned portfolio of schemes. This role involves ensuring a superior customer experience, tracking the delivery of the Old Mutual Customer Service Charter to meet NPS and NES targets, and contributing to the profitable growth of the portfolio through business retention. The executive will also be responsible for gathering market intelligence for competitive pricing, proactively managing and reducing costs, supporting premium collection, and adhering to all internal processes and procedures. Additionally, the role includes training clients and intermediaries on automation initiatives and fostering teamwork and personal development.

1. Proactively manage end-to-end relationships with intermediaries and customers for assigned schemes.
2. Ensure superior customer experience for intermediaries and clients by collaborating with other departments.
3. Monitor and report on the delivery of the OM Customer Service Charter to achieve NPS and NES targets.
4. Contribute to profitable portfolio growth by meeting annual targets through retaining existing business.
5. Gather and provide accurate market intelligence on renewal/tender business to ensure competitive pricing.
6. Proactively manage and reduce all costs, including cost controls for underperforming schemes.
7. Support activities related to excesses, undertakings, and premium collection.
8. Adhere to all established processes, procedures, and control parameters.
9. Train clients and intermediaries on automation initiatives, increasing their uptake after gaining a comprehensive understanding.
10. Demonstrate teamwork and commit to continuous personal development.
11. Perform any other duties assigned by management.

1. Bachelor's degree in a business-related field such as Commerce, Finance, Business Administration (Insurance Option), or Marketing/Economics.
2. 2-3 years of experience in the insurance industry, preferably in client servicing.
3. Proven experience in handling SME/Corporate clients or portfolios.
4. Sales experience.
5. Excellent report writing, communication, and interpersonal skills.
6. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
7. Professional insurance qualifications (CII/COP) are an added advantage.
8. Strong technical skills in Health Benefit Plans Management, Presentation & Public speaking, Key Accounts Management, and Customer Servicing.
9. Ability to work independently in a fast-paced environment.
10. Highly motivated, flexible, and adaptable nature.
11. Good business acumen and understanding of the market.
12. Self-starter who shows initiative and can work under minimal supervision.
13. Strong personal and professional ethics.
14. Competencies in Planning and Organising, Analytical Thinking & Risk Management, Process Discipline and Quality Orientation, Decision Making, Business Acumen, Strategic Orientation, Result Orientation, Developing Self/Others, and Culture sensitivity on Diversity, Equity and Inclusion.