Oversee the Healthcare Division Business Retention and Client Service team to achieve the set renewal targets and ensure high quality and consistent standards of customer experience and relationship management.

• Develop and effectively implement the Business Retention Strategic Plan for Healthcare Division in liaison with the General Manager – Healthcare Division
• Develop and continuously monitor measures to support service delivery to ensure delivery of the service charter of the company and the Service Level Agreements in place
• Develop mechanisms for client engagement and feedback to achieve Customer Service Index targets for the Healthcare business
• Oversee, and support the retention team and ensure renewal of the existing clients as per the set targets by managing the customer journey culminating to renewal
• Maintaining strong working business relationships with Intermediaries, Clients, all departments and all business stakeholders
• Monitor the implementation of the customer retention benchmarks for all clients to ensure 100% execution including member education, scheme performance reviews
• Collaborate with clients and other teams to design and implement innovative solutions that meet client needs and enhance value proposition in service delivery
• Constant engagement with clients on scope of cover, processes, scheme performance, health talks, service meetings, renewal meetings and drive solutions to maintain overall performance within set business parameters 
• Ensure timely debt collection, receipting and allocation as per the company Credit Policy in collaboration with Credit control team
• Ensure compliance with all insurance regulations and company’s policies and procedures
• Mentor and guide the client retention team to support their learning and growth
• Accurate and timely reporting of client feedback, needs and other client management reports
• Any other duties assigned by management from time to time

• Strong leadership and people management skills
• Strong business relationship management skills with clients and intermediaries
• Strong skills in business strategy development and execution
• Excellent skills in identification and resolution of critical client service issues
• Ability to work independently and build effective interpersonal relations
• Professionalism in dealing with both internal and external stakeholders
• Excellent communication, presentation and negotiation skills
• Integrity and honesty

• At least 3 years’ supervisory/managerial experience in a busy healthcare insurance environment
• Demonstrated knowledge of managing client service operations 
• Demonstrate good understanding of healthcare insurance business operations 
• Addressing operational concerns and issues, monitoring overall customer satisfaction
• Demonstrated experience engaging clients and intermediaries at high level, and negotiating renewal terms
• Demonstrated understanding of market dynamics in healthcare insurance industry

• A degree in Business Administration/Marketing/Insurance/Operations or equivalent
• ACII or AIIK or CIM qualifications or good progress

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 Friday 13th March, 2026.

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