AAR Insurance, one of Kenya’s most reputable providers of medical and general insurance solutions, is seeking to recruit a highly motivated and professional Relationship Manager to join its dynamic team. This full-time position, based at the Head Office, offers an excellent opportunity for a dedicated individual who is passionate about customer service, retention, and enhancing client satisfaction in the insurance industry.
With over three decades of experience in health and general insurance, AAR Insurance is recognized for its innovative and customer-centric approach. The company is driven by a mission to deliver comprehensive, reliable, and accessible insurance services that safeguard the lives and well-being of individuals and businesses across the region.
As the Relationship Manager, you will be responsible for managing and maintaining service levels for assigned client portfolios, handling queries and complaints, ensuring timely claim reimbursements, and enhancing member engagement. This role is vital to ensuring that clients not only remain satisfied but also loyal to the AAR brand.
If you possess strong interpersonal skills, deep knowledge of medical and general insurance, and a solid background in customer-facing roles, this opportunity is ideal for you.
Job Title: Relationship Manager
Location: Head Office
Job Category: Relationship Manager
Job Type: Full-Time
Application Deadline: 31st July 2025
Reporting to: Manager – Business Retention
Overall Purpose of the Job
The Relationship Manager will be instrumental in sustaining high customer satisfaction levels by ensuring service delivery adheres to agreed standards. This includes direct interaction with clients, resolving their concerns promptly, ensuring timely reporting, supporting care and claims processes, and promoting continual improvement in customer retention efforts.
The successful candidate will play a critical role in ensuring that AAR Insurance’s promise of excellent customer care is consistently upheld and enhanced. This position requires not just technical competence, but also an empathetic and proactive approach to client engagement.
Key Responsibilities
- Retention Benchmarks Implementation
- Execute retention strategies in line with the company’s standards and service level agreements (SLAs) for the assigned client portfolio.
- Maintain a deep understanding of client expectations and ensure that all engagement activities are aligned with customer satisfaction goals.
- Complaints and Query Management
- Act as the first point of contact for clients with service issues, handling all queries and complaints with professionalism and urgency.
- Ensure that clients receive prompt feedback and solutions, thereby fostering trust and confidence in AAR’s services.
- Maintain a log of client queries and resolutions for continuous improvement purposes.
- Scheme Performance Management
- Generate reports including utilization statistics, usage percentages, and comprehensive scheme and member statements.
- Analyze data to identify trends in scheme usage and make appropriate recommendations to management for optimization.
- Hospitalization and Admission Support
- Collaborate closely with Care Managers to monitor and report hospital admissions.
- Ensure timely and accurate reporting of inpatient activities and facilitate a seamless experience for members undergoing hospitalization.
- Claims and Reimbursements Coordination
- Work with the Claims Department to process member claim reimbursements accurately and promptly.
- Follow up to ensure that reimbursement cheques or payments are delivered to clients without delays.
- Provide timely updates to clients on claim status and expected timelines.
- Member Engagement and Courtesy Calls
- Conduct regular courtesy calls to scheme members as part of engagement activities, such as satisfaction surveys and follow-ups after hospitalizations.
- Document member feedback and liaise with internal teams for improvements or resolution of recurring issues.
- Document Handling
- Receive, dispatch, and track client-related documents to ensure smooth internal processing.
- Maintain accurate records of all documents exchanged and provide updates to clients when necessary.
- Client Communication
- Proactively communicate all relevant information to clients, including scheme updates, changes in benefits, policy amendments, and important reminders.
- Establish consistent communication channels that clients can rely on for support.
- Reporting Duties
- Prepare and submit periodic reports (weekly, monthly, quarterly, and annual) detailing client interactions, issues resolved, and service delivery performance.
- Use reports to assess performance, guide strategic decisions, and provide insight into customer satisfaction levels.
- Compliance Monitoring
- Continuously monitor service delivery processes and ensure compliance with company operating standards and relevant industry regulations.
- Recommend changes or corrective actions in areas where standards are not being met.
- Process Improvement
- Evaluate existing customer service processes and recommend areas for improvement to enhance client experience and retention.
- Implement best practices in customer service to exceed client expectations and create a positive image of AAR Insurance.
- Additional Duties
- Perform any other responsibilities as assigned by the Manager – Business Retention or other senior leadership.
- Support team initiatives and contribute to an atmosphere of collaboration, professionalism, and innovation.
Education, Experience, and Competencies
- A Bachelor’s Degree from a recognized university.
- Professional certification in Insurance (ACII, AIIK, or equivalent).
- At least five (5) years of proven experience in Relationship Management, Customer Service, Sales, or Marketing within the insurance industry.
- Demonstrated success in managing client relationships, especially in a medical and general insurance environment.
- Strong proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
- Excellent communication and interpersonal skills.
- Good analytical skills and attention to detail.
- Proven ability to manage multiple clients and priorities effectively.
- Solid understanding of medical and general insurance underwriting processes.
- Ability to work under pressure and deliver timely results.
Why Join AAR Insurance?
At AAR Insurance, we understand that people are our greatest asset. Our team thrives in an inclusive, professional, and collaborative environment that promotes personal and career growth. As a Relationship Manager, you will have the opportunity to contribute meaningfully to the customer journey, work with skilled professionals across departments, and access ongoing learning and development opportunities.
We are an equal-opportunity employer that promotes diversity, inclusion, and fair employment practices. We encourage applications from qualified individuals regardless of their background, race, religion, gender, or age.
This is a chance to be part of an organization that plays a key role in protecting the health and financial security of thousands of Kenyans. If you are enthusiastic about making a difference in customer relationships and driving excellence in service delivery, AAR Insurance wants to hear from you.
Application Instructions
If you meet the outlined qualifications and wish to join our dynamic and professional team, we invite you to apply. Please send your application letter, detailed curriculum vitae (CV), and copies of relevant testimonials to:
Email: [email protected]
Ensure your application clearly highlights your experience in client management and your understanding of the insurance industry. Include references where applicable. All applications must be submitted no later than 31st July 2025.
Join AAR Insurance and contribute to shaping a customer service experience that stands out in the insurance sector.
AAR Insurance – Securing Your Future, Today.
