Education & Experience

• Bachelor’s degree in insurance, Actuarial Science, Business, or related field.
  
• Professional certification (ACII, CII, or equivalent) is an added advantage.
  
• Minimum 5 years’ experience in medical insurance, with exposure to retention, account management, or underwriting.
  
• Strong knowledge of medical insurance, claims, risk management, and Kenyan regulatory environment.
  

Client Relationship Management & Engagement

• Serve as the primary contact for key accounts, building strong, long-term relationships.
  
• Conduct regular client interactions including scheme reviews, engagement events, and feedback sessions.
  
• In liaison with the wellness teams, drive client engagement through wellness programs & health talks
  
• Implement real-time feedback systems at key touchpoints (claims, renewals, onboarding) to identify gaps and continuously improve client experience and satisfaction.
  
• Implement member education initiatives (webinars, newsletters, guides) to enhance understanding and utilization of benefits
  

Retention Strategy, Renewals & Growth

• Execute retention strategies to reduce churn and improve client lifetime value.
  
• Lead end-to-end renewal processes including early engagement, negotiations, and issue resolution.
  
• Identify and drive cross selling and upselling opportunities to grow the portfolio.
  
• Support onboarding of key new clients in collaboration with Business Development teams.
  
• Develop and implement loyalty and incentive programs for long-term clients.
  

Data Analysis, Reporting & Insights

• Analyze claims data, utilization trends, and client feedback to inform decision-making.
  
• Identify at-risk accounts and recommend targeted retention interventions.
  
• Track and report on key KPIs such as renewal rates, loss ratios, and portfolio performance.
  
• Provide periodic insights and recommendations to senior management.
  

Risk Management & Service Quality Assurance

• Collaborate with underwriting to assess risk profiles and recommend pricing and coverage adjustments.
  
• Ensure portfolio performance aligns with Net Loss Ratio targets.
  
• Maintain high standards of service delivery, ensuring accuracy, consistency, and responsiveness.
  
• Oversee timely processing of client requests, policy documentation, and communication.
  
• Communicate risk insights to clients and promote loss mitigation strategies.