Job Summary

The role holder will be responsible for marketing, customer service, public relations, operations, management and overall running of the branch. The role performs oversight functions to other core duties and staff within the assigned branch.

Key Responsibilities

Marketing strategy formulation and implementation for the region in line with overall company objectives

Contribute to the development of operational policies for the achievement of corporate plans as stipulated in the Business Strategy

Comply with and keep abreast of established policies, procedures, and applicable regulations in the branch operations for monitoring of business activities

Lead in maintaining and improving customer service by implementing Heritage’s customer experience standards to achieve customer satisfaction

Communicate management goals and objectives to staff through branch meetings

Ensure staff are well supervised, trained and developed to be technically competent to perform their duties

Ensure that the Performance Management process is embraced and continuously carried out for effective and efficient service to our customers with a view to achieve overall company business goals

Ensure branch profitability

Manage direct/individual clients’ sales, corporate and intermediary sales

Identify/ develop new business opportunities and intermediaries

Achieve branch revenue budget and growth targets

Management of renewals/ business retention

Ensure recruitment, training and licensing of intermediaries

Excellent customer service and complaints handling

Manage credit control/ premium collection

Maintain the Branch cash book

Market research and intelligence

Ensure accurate and competitive quotations are prepared and delivered promptly to prospective clients, brokers and agents

General management and administration of the branch office

Foster and maintain good corporate image through liaison with all competitors, intermediaries and the general public

Establish and maintain a good relationship and high public relations with intermediaries and clients, including visitations

Maintain close liaison with other departments in the Company.

Ensure safe custody of the Branch’s fixed assets by maintaining an asset register and appropriate insurances

Prepare timely, accurate, informative reports to management for decision making

Advise the Head, Retail Business and the Management on issues pertaining to the business

Attend all scheduled meetings to facilitate smooth operations

Embrace governance requirements with respect to KYC/AML/Data protection requirements per governing Acts.

Qualifications

Bachelor’s degree in Insurance, Marketing or other business related discipline

Diploma in Insurance (ACII or AIIK)

Professional Membership of CII or IIK

Experience

10 years’ experience in the insurance industry, 3 of which should be in branch management.

Knowledge of intermediaries in the branch region and good business relationship with them.

Competencies

Customer, market and competitor understanding.

Knowledge of insurance industry and concepts

Knowledge of insurance regulatory requirements

Knowledge of medical underwriting processes, procedures and concepts

Negotiation skills

Business management skills

Excellent analytical skills

Excellent organizational and stakeholder management skills

• Marketing strategy formulation and implementation for the region in line with overall company objectives
• Contribute to the development of operational policies for the achievement of corporate plans as stipulated in the Business Strategy
• Comply with and keep abreast of established policies, procedures, and applicable regulations in the branch operations for monitoring of business activities
• Lead in maintaining and improving customer service by implementing Heritage’s customer experience standards to achieve customer satisfaction
• Communicate management goals and objectives to staff through branch meetings
• Ensure staff are well supervised, trained and developed to be technically competent to perform their duties
• Ensure that the Performance Management process is embraced and continuously carried out for effective and efficient service to our customers with a view to achieve overall company business goals
• Ensure branch profitability
• Manage direct/individual clients’ sales, corporate and intermediary sales
• Identify/ develop new business opportunities and intermediaries
• Achieve branch revenue budget and growth targets
• Management of renewals/ business retention
• Ensure recruitment, training and licensing of intermediaries
• Excellent customer service and complaints handling
• Manage credit control/ premium collection
• Maintain the Branch cash book
• Market research and intelligence
• Ensure accurate and competitive quotations are prepared and delivered promptly to prospective clients, brokers and agents
• General management and administration of the branch office
• Foster and maintain good corporate image through liaison with all competitors, intermediaries and the general public
• Establish and maintain a good relationship and high public relations with intermediaries and clients, including visitations
• Maintain close liaison with other departments in the Company.
• Ensure safe custody of the Branch’s fixed assets by maintaining an asset register and appropriate insurances
• Prepare timely, accurate, informative reports to management for decision making
• Advise the Head, Retail Business and the Management on issues pertaining to the business
• Attend all scheduled meetings to facilitate smooth operations
• Embrace governance requirements with respect to KYC/AML/Data protection requirements per governing Acts.

• Customer, market and competitor understanding.
• Knowledge of insurance industry and concepts
• Knowledge of insurance regulatory requirements
• Knowledge of medical underwriting processes, procedures and concepts
• Negotiation skills
• Business management skills
• Excellent analytical skills
• Excellent organizational and stakeholder management skills

• Bachelor’s degree in Insurance, Marketing or other business related discipline
• Diploma in Insurance (ACII or AIIK)
• Professional Membership of CII or IIK