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 complaint 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 complaint 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