Principal Officer-Insurance

Role Overview

This position takes full ownership of establishing and growing an insurance agency within a broader corporate group, from initial registration and incorporation through to day-to-day operational leadership. You will be responsible for turning both internal customer relationships and external market opportunities into measurable insurance revenue, while ensuring the agency meets regulatory standards and delivers on aggressive business targets. Your work directly shapes how insurance products are sold, serviced, and renewed across all branches and channels.

Key Responsibilities

• Lead the overall insurance agency operation, including training all company staff on insurance products, processes, and cross-selling opportunities.
• Set the strategic direction for the agency, develop operational manuals, and cascade business targets to every branch while monitoring performance against them.
• Prepare monthly management reports covering sales, renewals, claims, and underwriting activity for senior leadership and relevant stakeholders.
• Build and manage distribution partnerships with insurance companies, negotiating and reviewing Service Level Agreements to ensure mutually beneficial terms.
• Oversee underwriting processes, ensuring strict compliance with IRA guidelines, and guarantee accurate, timely issuance and dispatch of all underwriting documentation.
• Drive business retention by communicating renewal terms to clients within agreed timelines, collecting renewal instructions promptly, and keeping lapse ratios to a minimum.
• Handle complex claims and customer complaints, working directly with insurers to ensure fair and prompt settlement while maintaining strong client relationships.
• Develop and refine the Operations Manual, continuously improving underwriting, claims, and business development workflows to boost efficiency.
• Identify and pursue growth opportunities in new channels, including direct marketing, corporate sales, in-branch distribution, and credit life, to expand insurance penetration.
• Reconcile accounts across branches and maintain exceptional customer service standards that support organic, word-of-mouth growth.

Requirements & Qualifications

• Bachelor’s degree in Business, Insurance, Actuarial Science, or a related discipline from a reputable institution.
• Valid Certificate of Proficiency (COP) as required by the insurance regulator.
• Diploma in Insurance from the College of Insurance or active membership with the Insurance Institute of Kenya (IIK).
• Current Certificate of Good Conduct.
• At least 5 years of relevant work experience in the insurance industry, with proven exposure to agency management, underwriting, or business development.
• Strong problem-solving and analytical skills to interpret sales performance data and market trends.
• Ability to identify operational and regulatory risks and take proactive steps to mitigate them.
• Results-driven mindset, comfortable working under pressure to meet challenging sales and retention targets.
• Excellent negotiation, presentation, and interpersonal skills, with the ability to influence both internal teams and external partners.
• Outstanding written and verbal communication skills for reporting, client engagement, and stakeholder management.