Agency Manager

Role Overview

This role is the primary owner of the organisation's relationships with health insurance brokers and intermediaries, acting as the bridge between external distribution partners and the internal teams that quote, underwrite, and service group medical business. Day to day, the job combines account management with commercial growth: keeping brokers informed, equipped, and compliant, while making sure their cases move smoothly from first enquiry through to renewal. It matters because broker-introduced business is won or lost on responsiveness and trust, and this position is what keeps both intact.

Key Responsibilities

• Act as the main point of contact for an assigned panel of brokers, responding to queries on quotations, plan benefits, eligibility, underwriting conditions, and policy documentation within agreed service timelines.
• Onboard and activate new intermediaries, completing contracting, licensing and registration checks, due diligence, and the compliance paperwork required before any business can be introduced.
• Drive premium and case volume through the broker channel by supporting prospecting activity, attending joint client meetings, and helping partners shape competitive proposals.
• Coordinate quotation and medical underwriting submissions with pricing, underwriting, claims, and customer service colleagues so that brokers receive accurate terms and clear explanations.
• Run the renewal cycle for expiring schemes — reviewing experience, presenting renewal terms, negotiating with the broker and client, and protecting retention and persistency.
• Monitor broker performance using pipeline, conversion, retention, and loss-ratio data, report findings to management, and agree corrective action plans where targets are missed.
• Deliver product, process, and conduct training to broker staff, keeping them current on plan changes, distribution rules, and regulatory updates that affect how they sell and advise.
• Resolve escalated service and claims issues and verify that commission statements and payouts are calculated correctly and released on schedule.
• Maintain complete records of broker communications and transactions, and ensure all channel activity meets anti-money-laundering, data protection, disclosure, and sales-conduct obligations.

Requirements & Qualifications

• A minimum of 3–5 years' hands-on experience in health insurance broker management, ideally covering both account development and servicing of group medical portfolios.
• A business-related degree, or equivalent practical experience gained in an insurance distribution or intermediary environment.
• A Diploma in Insurance and/or a Certificate of Proficiency (COP) qualification.
• Working knowledge of health insurance products, group medical benefits structures, underwriting requirements, and renewal mechanics.
• Confident negotiation and relationship-building skills, with the credibility to deal directly with broker principals and corporate clients.
• Comfort reading and interpreting performance data — conversion rates, retention, loss ratios — and turning it into clear action.
• Familiarity with the regulatory and compliance framework governing insurance distribution, including intermediary licensing, disclosure, and commission rules.
• Strong organisational skills and the ability to manage multiple broker accounts, deadlines, and escalations at the same time.
• Proficiency with CRM tools and policy administration systems used to track quotations, submissions, and broker records.