Job Description
The Relationship Executive supports the implementation of the corporate client retention strategy by managing day-to-day interactions with assigned schemes, intermediaries, and HR contacts. The role ensures delivery of superior client experience through proactive engagement, issue resolution, and timely communication.
KEY TASKS AND RESPONSIBILITIES
Support execution of the client engagement plan by managing routine scheme interactions, addressing client needs, and ensuring service expectations are met
Coordinate with internal stakeholders (claims, underwriting, servicing) to ensure timely and accurate resolution of scheme-specific queries or escalations
Assist in preparing client performance reviews, renewal packs, and post-meeting documentation for use during client engagements and negotiations
Utilise CRM, policy administration and digital engagement platforms to support retention initiatives
Participate in scheme onboarding and handover to ensure service continuity and early relationship strengthening
Assist in monitoring scheme experience and support client outreach where scheme performance indicates potential retention risks
Support the organization of retention events and initiatives, including wellness days, scheme education, and training forums
Ensure all client interactions adhere to internal compliance protocols, Anti-Money Laundering (AML) guidelines, the Data Protection Act (DPA)
Maintain client confidentiality and escalate any compliance risks or data privacy concerns encountered during client engagements
Promote digital self-service solutions to improve customer convenience
Provide insights on customer behaviour and emerging retention risks
Escalate data quality gaps that may affect customer engagement, policy servicing or regulatory compliance
SKILLS AND COMPETENCIES
Strong relationship management and interpersonal skills
Excellent communication (verbal and written) and client presentation abilities
Analytical thinking and attention to detail
Proactive, solution-oriented, and client-centric approach
High integrity and professionalism in handling confidential information
Ability to coordinate across departments and follow through on client requests
KNOWLEDGE & EXPERIENCE
Minimum 2 - 4 years of experience in client relationship management, corporate servicing, or insurance operations
Experience working with group insurance products or employee benefit solutions preferred
QUALIFICATIONS
Bachelor's degree in Commerce (BCOM), Marketing, or a business-related field
Professional insurance qualification (e.g., AIIK, ACII, LOMA)