Senior Consultant, Client Service

2 weeks ago

Nairobi, Nairobi Area, Kenya Zamara Kenya Full time 1,200,000 - 2,400,000 per year

ABOUT ZAMARA

The Zamara Group is a diversified financial services business specializing in pensions, medical services, insurance and actuarial solutions. Headquartered in Nairobi, Kenya, the Group has a presence in eight countries and a Pan-African ambition. Zamara has a rich heritage in Kenya spanning over 30 years.

Since its inception, the firm has significantly grown in terms of size, client base and range of services. The Group has been at the forefront of industry, influencing the way it works and at the cutting edge of innovation.

Zamara's higher purpose is to create a financially secure and prosperous society. The Zamara culture is based on the values of
S
implicity,
E
mpathy and
T
rust.

ABOUT THE ROLE

Achieving Zamara's ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team. The successful candidate will take up supervisory role in ensuring 100% client satisfaction which leads to retention and business growth through referrals.

The role will report to the Team Leader, Client Service.

ROLES AND RESPONSIBILITIES

Relationship Lead

  • Maintain strong relationships with all clients to ensure 100% retention.
  • Handle escalated cases to completion.

Business Retention

  • Ensuring that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client's budget and benefits.

Renewal Function

  • Ensuring that the budgeted renewal income is attained every month.
  • Monitor the renewal process- end- to-end to ensure TATs are adhered to.
  • Ensure the renewal tracker is updated.
  • Review renewal reports to ensure standardization across client offerings.
  • Mitigate against potential risk of loss of clients by having all information about clients on risk and following through on mitigating factors to secure the renewals.

Business Development

  • Drive organic growth and new business by generating referrals from clients through great service, professional advice and knowledge of insurance and maximising opportunities at all times to cross/up sell to client in respect of all covers
  • Replacement of lost accounts by actively pursuing clients not in the book and keeping a robust pipeline
  • Monitoring and updating the CR pipeline tracker

Monitoring & Evaluation

  • Preparation of monthly & periodic reports detailing achievements against set deliverables for the functions above.

EXPERIENCE AND QUALIFICATIONS

The following
experience
is preferred:

  • Minimum of 5 years' experience in key accounts management with a bias in insurance sector.
  • A Degree in Insurance/Health/Customer Service/Business related field.
  • A professional qualification in customer service is an added advantage.

The following
personal qualities
are preferred:

  • Ability to analyse and interpret financial statements
  • Excellent communication skills
  • Business etiquette
  • Team player
  • Eye for detail
  • Superior key accounts management/relationship management skills
  • Reporting Skills
  • Excellent analytical skills

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