Position Summary

The Manager – Insurance Services will be responsible for overseeing the overall insurance portfolio, managing client relationships, supervising underwriting and claims administration functions, driving business development, and ensuring compliance with regulatory requirements. The successful candidate will provide leadership in delivering exceptional service while growing the brokerage's market share and profitability.

Key Responsibilities

Business Development & Portfolio Growth

• Develop and implement strategies to grow the company's insurance portfolio and market presence.
• Identify new business opportunities and build relationships with prospective clients.
• Lead business acquisition and client retention initiatives.
• Develop strategic partnerships with insurance companies and other stakeholders.
• Monitor market trends and recommend new insurance products and services.

Insurance Operations Management

• Oversee underwriting, policy administration, renewals, endorsements, and claims support services.
• Ensure efficient and timely processing of client insurance requirements.
• Monitor portfolio performance and profitability.
• Maintain service quality standards and ensure client satisfaction.

Client Relationship Management

• Serve as the principal contact for key corporate and high-value clients.
• Provide expert advice on insurance and risk management solutions.
• Ensure prompt resolution of client queries and complaints.
• Conduct regular client portfolio reviews and renewal discussions.

Claims Management

• Oversee claims administration and ensure timely settlement of claims.
• Liaise with insurers to facilitate fair and efficient claims resolution.
• Monitor claims trends and provide recommendations to minimize risks.

Risk Management & Compliance

• Ensure compliance with the Insurance Act, Pensions and Insurance Authority (PIA) regulations, and other applicable laws.
• Implement and maintain internal controls and operational procedures.
• Monitor regulatory developments and advise management accordingly.
• Ensure adherence to Anti-Money Laundering (AML) and Know Your Customer (KYC) requirements.

Financial & Performance Management

• Prepare departmental budgets and monitor performance against targets.
• Manage revenue growth, profitability, and cost control measures.
• Prepare monthly, quarterly, and annual management reports.
• Monitor premium collections and outstanding debtor balances.

Leadership & Team Management

• Supervise and mentor underwriting, claims, and business development staff.
• Set performance targets and conduct staff performance reviews.
• Coordinate staff training and professional development programs.
• Foster a culture of professionalism, accountability, and customer service excellence.

Qualifications & Experience

• Bachelor’s degree in insurance, Risk Management, Business Administration, Finance, Economics, or a related field.
• Professional insurance qualification such as Diploma in Insurance, Advanced Diploma in Insurance, ACII, or equivalent.
• Membership with insurance institute of Zambia will be an added advantage.
• Minimum of 5–8 years' experience in the insurance industry, with at least 5 years in a supervisory or management role.
• Experience in insurance brokerage operations is highly desirable.

Required Competencies

• Strong leadership and people management skills.
• Excellent business development and relationship management abilities.
• Comprehensive knowledge of insurance products and risk management principles.
• Strong negotiation and stakeholder management skills.
• Excellent analytical, financial, and reporting skills.
• High level of integrity, professionalism, and confidentiality.
• Strong communication and presentation skills.
• Proficiency in Microsoft Office applications and insurance management systems.

Key Performance Indicators (KPIs)

• Growth in Gross Written Premiums (GWP).
• Client retention and renewal rates.
• New business acquisition targets.
• Claims settlement turnaround time.
• Portfolio profitability.
• Regulatory compliance record.
• Staff performance and development outcomes.
• Debtor collection and premium recovery rates.

What We Offer

• Competitive salary and performance-based incentives.
• Career growth and leadership opportunities.
• Professional development support.
• Dynamic and collaborative work environment.

• Develop and implement strategies to grow the company's insurance portfolio and market presence.
• Identify new business opportunities and build relationships with prospective clients.
• Lead business acquisition and client retention initiatives.
• Develop strategic partnerships with insurance companies and other stakeholders.
• Monitor market trends and recommend new insurance products and services.
• Oversee underwriting, policy administration, renewals, endorsements, and claims support services.
• Ensure efficient and timely processing of client insurance requirements.
• Monitor portfolio performance and profitability.
• Maintain service quality standards and ensure client satisfaction.
• Serve as the principal contact for key corporate and high-value clients.
• Provide expert advice on insurance and risk management solutions.
• Ensure prompt resolution of client queries and complaints.
• Conduct regular client portfolio reviews and renewal discussions.
• Oversee claims administration and ensure timely settlement of claims.
• Liaise with insurers to facilitate fair and efficient claims resolution.
• Monitor claims trends and provide recommendations to minimize risks.
• Ensure compliance with the Insurance Act, Pensions and Insurance Authority (PIA) regulations, and other applicable laws.
• Implement and maintain internal controls and operational procedures.
• Monitor regulatory developments and advise management accordingly.
• Ensure adherence to Anti-Money Laundering (AML) and Know Your Customer (KYC) requirements.
• Prepare departmental budgets and monitor performance against targets.
• Manage revenue growth, profitability, and cost control measures.
• Prepare monthly, quarterly, and annual management reports.
• Monitor premium collections and outstanding debtor balances.
• Supervise and mentor underwriting, claims, and business development staff.
• Set performance targets and conduct staff performance reviews.
• Coordinate staff training and professional development programs.
• Foster a culture of professionalism, accountability, and customer service excellence.

• Strong leadership and people management skills.
• Excellent business development and relationship management abilities.
• Comprehensive knowledge of insurance products and risk management principles.
• Strong negotiation and stakeholder management skills.
• Excellent analytical, financial, and reporting skills.
• High level of integrity, professionalism, and confidentiality.
• Strong communication and presentation skills.
• Proficiency in Microsoft Office applications and insurance management systems.

• Bachelor’s degree in insurance, Risk Management, Business Administration, Finance, Economics, or a related field.
• Professional insurance qualification such as Diploma in Insurance, Advanced Diploma in Insurance, ACII, or equivalent.
• Membership with insurance institute of Zambia will be an added advantage.