Client Relations Executive

The Client Relations Executive – General Business will be the primary liaison for a portfolio of corporate clients, responsible for nurturing long-term partnerships, ensuring exceptional service delivery, and driving client retention and satisfaction. This role is pivotal in bridging the gap between the client and the company’s technical teams to deliver seamless insurance solutions. This role will support Client Retention & Growth, Operational Excellence: Ensuring smooth policy administration, from placement to renewals and endorsements, Claims Advocacy, Strategic Advisory, and Cross-Functional Collaboration. The role requires a deep understanding of the General Business insurance landscape, strong project management skills, and the ability to build trust and influence at all levels of a client’s organization.

MAIN RESPONSIBILITIES OF THE JOB

Client Relationship Management & Retention

• Build and nurture strong, long-term relationships with assigned corporate clients, acting as their trusted advisor and primary point of contact for all general insurance matters.
• Proactively engage with clients to understand their evolving business operations, risk profiles, and insurance needs to provide tailored advice and solutions.
• Lead the end-to-end renewal process for the client portfolio, including preparing renewal presentations, negotiating terms with insurers (in collaboration with the broking team), and securing timely client instructions.
• Develop and implement client-specific service plans and value-added activities, setting clear timelines and deliverables to consistently exceed expectations.
• Monitor client satisfaction levels, conduct regular service review meetings, and implement strategies to mitigate risks of client attrition.
• Identify and pursue cross-selling and up-selling opportunities within the existing client portfolio by introducing relevant insurance products.

Operational & Technical Delivery

• Collaborate with the Business Development team to ensure a seamless and efficient handover of new clients, ensuring all relevant information is accurately transferred and service expectations are set.
• Coordinate with underwriting teams (both internal and external) to facilitate the smooth placement, documentation, and endorsement of client policies, ensuring accuracy and timeliness.
• Oversee the end-to-end administration of the client portfolio, ensuring all policy documents, debit notes, and certificates are issued accurately and delivered to clients promptly.
• Maintain meticulous and up-to-date records of all client interactions, policy details, claims, and correspondence within the company’s CRM system.
• Prepare and present regular reports to internal management on client portfolio status, including renewal forecasts, claims activity, and key account updates.

Claims Advocacy & Support

• Act as the primary client advocate during the claims process, guiding them through procedures, gathering necessary documentation, and liaising with the claims department and insurers.
• Proactively track and monitor the progress of all open claims for the portfolio, providing regular updates to the client and ensuring timely resolution.
• Identify and report any trends or recurring issues from client claims to internal teams to support risk management and product development.

Risk Advisory & Problem Solving

• Analyze client portfolios to identify potential coverage gaps or areas of risk exposure and collaborate with internal experts to develop and present mitigation strategies.
• Address and resolve complex client challenges, complaints, and inquiries with professionalism, sound judgment, and a solutions-oriented approach.
• Stay abreast of market trends, new insurance products, and regulatory changes affecting clients to provide proactive and informed advice.

Tender & Business Development Support

• Actively participate in the tender process for new and existing business in collaboration with the BD team. This includes gathering client information, preparing proposals, and contributing to pitch presentations.
• Represent the company at client industry events and meetings to strengthen relationships and enhance the company’s brand presence.

KNOWLEDGE, SKILLS, AND EXPERIENCE

Minimum level of academic qualification, skills and knowledge required to perform effectively in the role:

1. Bachelor's degree in Business Administration, Insurance, Risk Management, Commerce, or a related field from a recognized institution.

Minimum level of professional qualification required to perform effectively in the role:

• Diploma in Insurance (AIIK) is mandatory.
• Progress towards or completion of ACII (Chartered Insurance Institute) qualifications is an added advantage.

Minimum level of Technical experience required to perform effectively in the role:

1. Strong knowledge of general insurance products, including Motor, Fire & Allied Perils, Engineering, Liability, and Medical insurance.
2. Demonstrated understanding of the insurance lifecycle: underwriting, policy administration, renewals, and claims processes.
3. Practical experience with the Insurance Regulatory Authority (IRA) guidelines as they pertain to client conduct and policy issuance.
4. Experience working with CRM systems and Microsoft Office Suite (Excel, PowerPoint, Word).
5. Proven ability to manage multiple client accounts and projects simultaneously, with strong organizational skills and attention to detail.
6. High integrity, emotional intelligence, and a client-centric mindset.
7. Excellent negotiation, communication, and presentation skills, with the ability to influence and build rapport with diverse stakeholders.

Minimum months or years of experience required to have to perform effectively in the role:

• Minimum of 1-3 years' experience in client relationship management, account management, or a similar role within a general insurance brokerage or insurance company in Kenya.

KEY PERFORMANCE INDICATORS 

• High client retention rate on assigned portfolio year-on-year.
• Positive client feedback and satisfaction scores from service reviews.
• Timely and successful completion of the annual renewal cycle for all clients.
• Achievement of cross-selling and up-selling revenue targets within the portfolio.
• Zero material errors in policy documentation or client data management.
• Efficient and client-advocated resolution of claims, measured by turnaround time and client satisfaction.

COMPETENCIES

• Exceptional interpersonal and communication skills (verbal and written).
• Strong analytical and problem-solving abilities.
• High level of emotional intelligence and empathy.
• Proactive, resilient, and able to work under pressure in a fast-paced environment.
• Meticulous attention to detail and accuracy.
• Ownership, accountability, and a strong sense of professional ethics.

WORKING RELATIONSHIPS

1. Internal: Client Relations Team, Business Development Team, Claims & Operations Team, Finance Team, Technical/Underwriting Teams.
2. External: Key Client Contacts (C-suite, Risk Managers, Finance Directors), Insurance Company Representatives (Underwriters, Claims Adjusters), Insurance Regulators (IRA).