Job Ref. No. JHIL064
Role Purpose
The job holder will be accountable for support in the retention of existing business, profitability, all to the targets set by maintaining and growing the relationship with the clients and intermediaries through the provision of excellent Customer Experience.
Main Responsibilities
Contribute to the growth of the portfolio (topline) to the set annual targets through: -

Renewal and organic growth of overall portfolio.
Replacement of lost existing business
New business brought in directly or through intermediaries supported

Work to meet margins on various parameters as set annual by: -

Ensure net claims ratio set is not exceed
Cost controls are put in place for adverse performing schemes
Proactively manage and reduce costs relating to your role and within the team
Support on undertakings and premium collection
Monitoring and evaluating service and compliance parameters

Ensure that an unexpected, impressive level of customer service is provided to meet and exceed all expectations through: -

Monitoring the comprehensive annual customer touch point and ensuring records are maintained to support the same.
All issues are recorded on the CRM and dealt with promptly and pro-actively. Continuous innovation to meet and exceed customer’s needs.
Work with in-house teams/managers to ensure that support is provided in delivering within TAT’s set/SLAs in place as the minimum standard but strive to deliver beyond expectations
Product and process training to clients/intermediaries as may be required

Adherence to all the processes, procedures and controls set within the department on various parameters relating to your role and deliverables including: -

Timely attendance to all relevant internal/external
Timely dispatch of all correct/updated monthly, quarterly, and annual reports internally/externally
Be aware of and compliant on all regulatory/legal changes affecting clients including KYC and AML

Demonstrate Teamwork/spirit and continued personal development by: -

Back up team members as allocated and share skills/knowledge and experience
Participate and contribute to non-core responsibilities to gain all round knowledge of JHL
Attend training, seminars, works as directed by Management

Unify, support, the team members to ensure the various targets are met and exceed for the section: -

Understanding each team member’s strength and ensure that their duties are aligned with their work strengths
Providing regular performance reports as may be required by management
Ensure adherence to all process, procedures, and guidelines in place by team
Initiate continuous review & enhancements of underwriting processes/manuals with reference to best practices in the line of business
Ensure escalations are handled promptly and correctly
Put in place back up for team member, succession planning and groom team for growth and more responsibilities

Work with integrity, passion, and commitment through: -

Full compliance of the company’s non-solicitation policy
Protection of company’s data base, IP, strategy and secrets, sensitive client, and client medical data
Ensuring unethical ways/behavior of other team members are reported to the manager

Any other duties that may be assigned by the management
Key Competencies

Health Benefits Plan Management
Sales and Customer Service
Strong IT Skills and database admin.
Presentation and public speaking skills
Portfolio management

Qualifications

University Graduate in business related degree com/Finance/Business Administration/Insurance Option/Marketing, or economics)
Proficient in the use of Microsoft office suite & packages (word, excel, PowerPoint and vision)
Professional insurance qualifications - CII/COP (Gen and Medical Papers) an added advantage
Knowledge of Actisure system - added advantage

Relevant Experience

3-5 years’ experience in the insurance industry preferably in client servicing. Experience in handling SME/Corporate clients/portfolio is a must. Sales experience with a high closing ratio and excellent report writing communication and
interpersonal skills.