Supervisor – Client Retention at Madison Group Limited

Madison Group Limited is a locally owned financial services holding company that specializes in Insurance and wealth management services. The Group comprises of Madison Life Assurance Kenya Limited, Madison General Insurance Kenya Limited, and Madison Investment Managers Limited. Madison Life Assurance Kenya was originally incorporated under Kenyan Laws in 1988 as Madison Insurance Company Limited (MICK) after a successful merger between Crusader Plc (1974) and Kenya Commercial Insurance Corporation.

 

Supervisor – Client Retention

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience3 years
  • LocationNairobi
  • Job FieldCustomer Care  , Insurance 

Overall Responsibility:

This position is responsible for maintaining Customer Service levels within the stipulated quality standards.

Key Responsibilities:

  • Meeting the renewal budgets for all clients within assigned business portfolio
  • To implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
  • Provide a dedicated and comprehensive service to these clients, acting as the primary point of contact on behalf of Madison and deliver the highest level of customer care
  • Organize and attend meetings with clients e.g. member educations, health talks, quarterly service review meetings etc.
  • Complaints and Query management – Receive and resolve client issues and provide feedback in a timely manner
  • Manage claim reimbursements in conjunction with claims department to ensure Reimbursement payments are made to clients in a timely manner
  • Support in renewal process and securing of renewals in our portfolio including tender business
  • Receive and dispatch client documents and monitor receipt
  • Communicate pertinent information to the clients on a regular basis and be the liaison person with clients in all other communication
  • Reporting and management of hospitalization/Admissions in liaison with care managers
  • Member engagement – Extend courtesy calls to members on various activities, satisfaction surveys, post hospitalizations etc.
  • Identify and recommend process improvements to enhance Customer Satisfaction.
  • Support on premium and excess collection
  • Scheme Performance Management – Sharing with clients the utilization reports, scheme review reports and member statements
  • Premium volume increase through organic growth by selling additional benefits and enhancements
  • Compile weekly, monthly, quarterly and annual reports as required
  • Verification of accurate system capture of medical benefits purchased
  • Dispatch/delivery of the policy document to the relevant client within the stipulated TAT’s.
  • Dispatch/delivery of premium invoices and the renewal/commencement premium schedules to the client/intermediary.
  • Any other duties assigned by management from time to time

Skills and Competencies Required

  • Health Benefits Plan Management
  • Customer Service
  • Policy Processing
  • Presentation Skills
  • People management skills of both external and internal partners
  • Customer Focus
  • Good interpersonal and people skills
  • Ownership & Commitment
  • Team Spirit
  • Excellent organization and communication skills
  • Market Awareness

Skills and Competencies Required

  • Bachelor’s Degree in business related field.
  • 3 years’ experience in Relationship Management.
  • Good progress in professional qualification in insurance (IIK)

Method of Application

Applications should be addressed to the Group Human Resources Manager, Madison Group Limited, Email: hr_recruitment@madison.co.ke  so as to be received by Wednesday 26th March, 2025.

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