Job Purpose: The Head of Client Service Manager is responsible for driving business growth through client acquisition and managing prospects through the retention lifecycle. This role involves identifying new business opportunities, developing strategic client engagement initiatives, and ensuring compliance with insurance regulations and company policies.
Duties and Responsibilities
· Identify opportunities to cross-sell and up-sell insurance products and services to existing clients.
· Conduct market research to understand client needs and industry trends, ensuring a competitive service offering.
· Work closely with the sales and underwriting teams to develop customized insurance solutions for clients.
· Collaborate with marketing teams to design client-focused engagement programs and campaigns.
· Serve as the primary point of contact for high-value clients, ensuring their needs are met efficiently.
· Establish and maintain strong relationships with key stakeholders, including corporate clients, individual policyholders, and business partners.
· Develop and implement client relationship strategies to enhance customer retention and satisfaction.
· Develop content for social media platforms and review the website to ensure relevant industry trends and insights are available to educate clients.
· Handle escalated client issues and resolve complaints promptly to maintain high service standards.
· Ensure all client management processes align with regulatory requirements and company policies.
· Oversee client documentation, renewals, claims processing, and service agreements to ensure accuracy and efficiency.
· Implement client service policies and procedures to optimize operations and enhance client satisfaction.
· Work with compliance and legal teams to mitigate risks related to client relationships and service delivery.
· Monitor and analyze client retention rates, feedback, and satisfaction levels to drive continuous improvement.
· Prepare and present reports on client service performance, business growth, and customer insights to senior management.
· Utilize CRM and data analytics tools to track client interactions and optimize relationship management strategies.
Qualifications and Experience Required
· Bachelor’s degree in Business Administration, Insurance, Finance, or a related field (Master’s degree is an advantage).
· Professional certifications such as ACII, CIIN, or relevant insurance qualifications.
· Minimum of 7yearsof experience in client management, relationship management, insurance brokerage or insurance company.
· Proven experience in leading teams and managing client accounts in the insurance sector.
· Strong leadership and people management skills.
· Excellent communication and interpersonal skills.
· In-depth knowledge of insurance products, brokerage services, and industry regulations.
· Problem-solving and negotiation skills.
· Customer-focused with a track record of maintaining high client satisfaction.
· Ability to develop and execute strategic client engagement initiatives
· Proficiency in CRM software and Microsoft Office Suite.
Job Type: Full-time
Application Deadline: 21/06/2025
