Relationship Executive

Role Overview

The Relationship Executive manages an assigned portfolio of health insurance schemes, serving as the main point of contact for clients and intermediaries on policy questions, renewals and day-to-day service needs. By coordinating with internal teams, monitoring service standards and supporting sustainable retention, the role helps deliver a dependable client experience while contributing to portfolio performance.

Key Responsibilities

• Maintain regular, proactive contact with clients and intermediaries across the assigned portfolio, resolving concerns and coordinating timely responses with relevant departments.
• Explain policy matters and health benefit plans clearly, and support clients and intermediaries in using available automated services.
• Monitor service delivery against the Customer Service Charter, track relevant NPS and NES measures, and report on progress.
• Help meet annual portfolio targets by retaining existing business on profitable terms and supporting sales activity.
• Gather and share market information for renewals and tender submissions to inform competitive, appropriate pricing.
• Review scheme performance and work with relevant teams to manage costs, address adverse results, and support premium collection, excess and undertaking matters.
• Follow required procedures, controls and service processes, while maintaining accurate reports and records.
• Contribute to team coordination and ongoing development, and take on other duties assigned by management.

Requirements & Qualifications

• Two to three years’ experience in the insurance industry, preferably in client servicing.
• Experience managing SME or corporate clients or portfolios is required; sales experience is also expected.
• A university degree in a business-related field, such as Commerce, Finance, Business Administration, Insurance, Marketing or Economics.
• CII or COP insurance qualifications are an advantage.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Strong written communication, report-writing, presentation and interpersonal skills, with the confidence to address clients and groups.
• Knowledge of health benefit plan management, key account service and customer care, supported by sound commercial awareness and understanding of the market.
• Ability to plan work, analyse issues and risks, make sound decisions, maintain process quality and focus on results.
• Self-directed and adaptable, with the integrity to work independently in a fast-moving environment and sensitivity to diversity, equity and inclusion.