Overall Purpose of the Job

Reporting to the Manager – Business Retention, the Relationship Manager is responsible for maintaining Customer Service levels within the stipulated quality standards.

Key Responsibilities


Implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
Complaints and Query Management – Receive and Resolve client issues and provide feedback in a timely manner
Scheme Performance Management – Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.
Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.
Manage Claim Reimbursements in conjunction with Claims department and ensure Reimbursement Cheques are delivered to clients.
Members Engagement – Extend courtesy Calls to members on various activities – Satisfaction Surveys, Post Hospitalizations etc.
Receive and dispatch client documents and monitor receipt.
Communicate pertinent information to the clients on a regular basis.
Compile weekly, monthly, quarterly and annual reports as required.
Monitoring and evaluation of compliance with operating standards of the company.
Identify and recommend process improvements to enhance Customer Satisfaction.
Any other duties as assigned by the supervisor.


Education, Experience & Competencies


University Degree
Insurance professional qualification
5 years of appropriate experience in Relationship Management and Customer Service, Sales and Marketing Ms Office
Proficiency in: Word, Excel, PowerPoint
At least 5 years’ experience in Relationship Management and Customer facing role with good performance track record in Insurance Industry
Knowledge in medical and General Insurance underwriting