Senior Consultant Client Relations

ABOUT ZAMARA

The Zamara Group is a diversified financial services business specialising 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 Simplicity, Empathy and Trust.

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 Senior Consultant will  

guarantee 100% client satisfaction leading to client retention and business growth through new business referrals.

The role will report to the General Manager.

In more detail, the areas of responsibility include:

KEY ROLES AND RESPONSIBILITIES

Relationship Lead

• Creates and strengthens relationships by holding frequent ad hoc meeting with the clients to update them on the status of the scheme
• Be the main contact person of Zamara to clients and underwriters
• Provide professional advice explaining cover, exclusions, terms and conditions and ensuring clients are advised of any underwriting requirements in terms of the policy
  

Scheme Performance and Reviews

• Review the performance of all schemes and advising the clients on how to ensure that their claims experience is favorable
• Preparing service reports to clients on the operational, claims and any regulatory changes the client needs to be aware.
• Providing reports within the given time frames to ensure the clients are in the know about their scheme performance.
• Analyze and communicate market trends which will advise clients and how best to optimize scheme performance by comparing and benchmarking various corporate benefits offering.

Value Adds

• Design & implement value adding concepts.
• Propose cover enhancements to the client after negotiation with the underwriter.
• Organize relevant client trainings.

Complaint Management

• Revert to clients on escalated issues and complaints raised ensuring that customers are always satisfied by the service level given.
• Ascertain that the agreed upon turnaround time for resolution of client enquiries and complaints.

Business Development and Retention

• Produce referrals from clients through great service, excellent advice and knowledge of insurance
• Analyze and take advantage of opportunities always to cross/up sell to client in respect of all covers
• Warranty that the agreed retention rate is reached – that one offers the best solutions on scheme renewals to manage client's budget and benefits.
• Participate in tenders.
  

Compliance

• Drive compliance of all schemes by making sure that all pertinent documents such as policy documents, renewal endorsements, award and introduction letters, service level agreements are issued and qualified.
• Conduct member education to members to drive adherence to the set policies.

SKILLS AND QUALIFICATIONS 

• Bachelor of Commerce degree - Insurance option or business-related field.
• Minimum 5 years' experience in key accounts management with a bias in the insurance sector.
• A professional qualification in customer service is an added advantage.

PERSONAL QUALITIES 

• Excellent communication skills, both written and spoken
• Customer management skills
• Good analytical skills
• Good work ethics
• Team player
• Attention to detail
• Business etiquette
• Innovative