Job Description

• JOB GRADE: B3
• REPORTS TO: Head, Broker Relations
• REPORTS TO: Senior Manager Alternate Channel

• Broker Unit Managers
• Customer Service and Premium Admin Officers
• Branch Admin Officers
• Life Planners

• National Service Persons
• Branch Support Staff
• Contract Staff

• Managing Director
• Senior Managers
• HODs
• Business Units/ Other BMs/Unit Heads
• All Staff of Enterprise

• Clients
• Key stakeholders such as Pay points and corporate institutions
• Vendors / Third Parties

• The job holder will be responsible for the overall management of the Broker business including, but not limited to Distribution, Client Services, Premium Administration, People Management, and general branch management.
• He/she must ensure branch profitability, service excellence and effective people engagement.

• Provide Leadership for the branch in all its activities and engagements both internally and with other third parties ( example, building relationships with the pay points, statutory bodies, etc)
• Ensure the overall management of the branch to achieve corporate objectives
• Grow branch/business performance on all KPIs to ensure team/branch profitability
• Support and supervise Broker Unit Managers in prospecting for New Businesses , improving the quality of sales, meeting and exceeding business targets, etc
• Manage and drive the full implementation of all new initiatives that leads to the achievement of key business imperatives ( Examples include, but not limited to, Junior Manager Concept, Credit Union Concept, Customer Service at Your-Door-Step, etc)
• Supporting and monitoring the performance of new as well as old Broker Unit Managers
• Be responsible for Performance review with Broker Unit Managers (Daily/Weekly KRA Management)
• Be responsible for managing customer service deliverables in the branch ( NPS, Morning Hurdles, resolving client issues, and other customer centric initiatives)
• Responsible for managing premium administration deliverables in the branch ( pay point opening, collection drives, engagement initiatives, etc )
• Coordinate and facilitate Life Planners and Back Office Trainings and report same to the Training Unit as part of monthly reports
• Coordinate Branch Meetings and ensure Resource Persons are available
• Handle and be responsible for all operational/back office issues that impacts the team’s delivery and performance
• Effectively communicate business decisions and information to all staff and stakeholders
• Escalate and follow-up on issues with other Departments for a quick resolution per approved TATs
• Manage all the administrative issues of the branch
• Follow up on salaries, benefits and commission issues and ensure that payments are made accurately and on time
• Engage, drive and inspire confidence in the staff to achieve business and personal goals
• Responsible for and ensure alignment of all people management initiatives in the branch
• Responsible for performance management issues of Broker Unit Managers and Life Planners according to approved policy guidelines
• Submit daily/weekly and monthly reports to Head of Broker Relations on all expected deliverables in the branch
• Prepare and submit any other report as requested for by HOD, Broker Relations/Senior Manager, Alternate Channels, or business

Required Skills or Experience

EXPERIENCE/ KNOWLEDGE REQUIRED

• 1st Degree in a relevant field from an accredited University
• A minimum of 5 years cumulative working experience as a Sales Manager or Team Leader in a Distribution role
• Must have proven track record as a Sales/ Agency Manager
• Experience in managing other functional areas such as customer service, premium administration, and general administration
• Must have strong Leadership qualities and have the ability to lead and engage people to achieve results
• Excellent Communication Skills ( oral and written)
• Good Report Writing Skills
• Strong computer knowledge ( Microsoft Office)
• Must have demonstrated good/ethical behavior over the years
• A professional qualification is desirable

KEY COMPETENCIES

Core

• Friendliness
• Professionalism
• Reliability
• Excellence
• Trust

Leadership

• Building Culture
• Customer Sensitivity
• Innovation
• Super Connector
• Change Leadership

Technical

• Activity Management
• Sales Support
• Training
• Customer Management/Engagement
• Vendor Management
• Lead Generation/Sales
• Market Strategy & Business Intelligence
• Brokers Management