Relationship Manager – Sacco’s & MFI’s

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Job Description

JOB SUMMARY

The Relationship Manager for SACCOs (Savings and Credit Cooperative Organizations) and MFIs (Microfinance Institutions) will be responsible for developing, managing, and growing business relationships between Old Mutual and SACCO’s, MFIs and Co-operative societies. The role involves acquiring new partnerships, maintaining strong client relationships, and ensuring the successful implementation of insurance products tailored for SACCO and MFI members.

KEY TASKS AND RESPONSIBILITIES

Business Development & Sales

• Identify, engage, and onboard SACCOs and MFIs as distribution partners for insurance products.
• Develop and implement strategies to grow insurance penetration within the SACCO & MFI sector.
• Present and pitch insurance solutions to SACCO and MFI decision-makers.
• Meet and exceed sales and revenue targets from the assigned sector.

 Relationship Management

• Build and maintain strong relationships with SACCO and MFI stakeholders, including CEOs, managers, and board members.
• Serve as the key point of contact, ensuring seamless communication between the insurance company and its SACCO/MFI partners.

 Product & Market Development

• Collaborate with the product development team to design insurance solutions tailored to SACCO and MFI members’ needs.
• Gather market insights and feedback to refine and improve product offerings.
• Ensure that the company remains competitive by keeping up with industry trends in SACCOs, MFIs, and microinsurance.

Training & Capacity Building

• Organize training programs and workshops for SACCO and MFI staff to enhance their understanding of insurance products.
• Educate SACCO and MFI members on the benefits of insurance through awareness campaigns and financial literacy initiatives.

Compliance & Risk Management

• Ensure all partnerships comply with regulatory and internal company policies.
• Work with internal teams to manage risks associated with insurance distribution through SACCOs and MFIs.
• Assist in claims processing and dispute resolution to enhance customer satisfaction.

Reporting & Performance Tracking

• Monitor and report on key performance metrics, including sales performance, partnership engagement, and customer satisfaction.
• Prepare regular reports and presentations for management on the progress and challenges within the SACCO/MFI segment.

 QUALIFICATION AND EXPERIENCE

• Bachelor’s degree in business, Finance, Insurance, or a related field.
• Professional certification in insurance (e.g., AIIK, CII) is an added advantage.
• At least 3-5 years of experience in relationship management, business development, or sales within insurance, banking, SACCOs, or MFIs.
• Strong understanding of microinsurance, SACCO/MFI operations, and financial inclusion strategies.
• Proven track record in meeting sales targets and managing strategic partnerships.
• Experience in insurance digital sales is an added advantage

KEY SKILLS AND COMPETENCES

• Strong negotiation and persuasion skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and market trends to drive business growth.
• Customer-centric approach with problem-solving capabilities.
• Ability to work independently and manage multiple stakeholders.

KEY ATTRIBUTES

• Entrepreneurial mindset with the ability to identify and seize opportunities.
• Strong analytical skills to assess partnership potential and performance.
• High emotional intelligence and ability to navigate complex relationships.
• Experience in insurance digital sales and partnerships is highly desirable.

Supervise a team of customer service representatives, maintains proactive relationships with key customers and internal stakeholders on a regular basis, and serves as an expert in handling complex queries.

ResponsibilitiesProduct/Service Information

Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals

Help drive customer renewals through exceptional service, supporting the sales teams as required.

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Allocation

Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Performance Management

Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Operations Management

Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Skills

Backlog Management, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Executing Plans, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCollaboratesCommunicates EffectivelyCustomer FocusDecision QualityDirects WorkDrives ResultsInstills Trust

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

27 March 2025 , 23:59

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