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Job Purpose Statement

The Business Development Officer – Broker Channel is responsible for delivering profitable growth through licensed insurance brokers. The role acquires, activates and manages broker relationships; builds and converts a quality pipeline across approved general insurance products; coordinates quotations, renewals and service delivery; strengthens broker engagement and productivity; and uses portfolio insights to improve retention, customer experience and channel profitability.

Key Accountabilities (Duties and Responsibilities)

Financial & Business Growth (40%)

• Deliver approved gross written premium, policy-count, retention and profitability targets for the Broker Channel.
• Build and maintain a qualified pipeline of licensed brokers and targeted commercial, SME and retail opportunities sourced through the broker network.
• Drive quote-to-bind conversion, renewal retention, cross-sell and share of wallet across approved general insurance products.
• Monitor broker portfolio mix, loss-ratio, debtor and campaign-return trends and coordinate corrective action where performance is below target.
• Maintain accurate forecasts, CRM records and monthly performance reports.

Partner & Market Development (30%)

• Identify, conduct due diligence on and onboard priority licensed brokers in line with approved intermediary-management requirements.
• Manage broker relationships through structured contact plans, joint business plans, portfolio reviews, renewal calendars and service-level follow-up.
• Train and brief broker teams on approved products, underwriting appetite, sales processes, service standards and customer disclosures; maintain training evidence.
• Develop broker engagement initiatives and identify product, pricing, service and digital-journey improvements from broker and market insight.
• Track active-broker ratio, broker productivity, renewal retention, share of wallet and broker satisfaction; close agreed improvement actions.

Customer & Service Excellence (15%)

• Coordinate accurate quotations, policy placement, endorsements, renewals, cancellations, debit notes, credit notes and documentation within agreed service levels.
• Serve as the first escalation point for broker enquiries, coordinating resolution with Underwriting, Operations, Finance, Claims and Customer Experience.
• Monitor quotation and policy turnaround times, renewal follow-up, broker queries, complaints and root causes; close agreed remedial actions.
• Support brokers with accurate claims-notification requirements and coordinate timely escalation of material or urgent claims through approved channels.
• Track claims-service feedback and recurring issues without making claims-admissibility decisions outside delegated authority.
• Provide clear, approved information on product coverage, exclusions, limits, underwriting requirements and claims procedures.

Risk, Governance & Compliance (10%)

• Ensure business is conducted through duly licensed and approved brokers under current agreements and in line with product terms, company policies and applicable intermediary requirements.
• Support accurate disclosures, customer-needs assessment, documentation, premium-remittance follow-up, data protection and timely escalation of complaints or conduct risks.
• Maintain an audit-ready broker register, due-diligence records, licences, agreements, training evidence, business plans and activity reports.
• Escalate underwriting, pricing, credit, premium-remittance, claims, compliance or broker-conduct exceptions within prescribed timelines.

Learning and growth (5%)

• Maintain an annual development plan covering general insurance products, broker relationship management, consultative selling, portfolio analytics, credit control, conduct risk and relevant regulatory updates.
• Complete mandatory training within prescribed timelines and demonstrate application through improved channel performance and audit readiness.
• Share market intelligence, lessons learned and effective practices with Distribution, Product and Operations teams.

Ideal Job Specifications

Academic:

• Bachelor’s degree in Insurance, Business, Marketing, Finance or a related discipline from a recognised institution.

Professional:

• A recognised professional insurance qualification, such as CII/ACII or AIIK is Mandatory
• Sound knowledge of general insurance products, underwriting principles, broker distribution, policy administration, claims processes, premium collection and intermediary controls.
• Proficiency in CRM, Microsoft Office and data-analysis/reporting tools used for pipeline and performance management.

Desired Work Experience:

• At least 5 years’ relevant experience in insurance or financial services, including a minimum of 3 years in business development, account management or channel sales.
• Demonstrated experience managing insurance brokers and driving measurable premium growth, retention, portfolio profitability and share of wallet.
• Experience using sales analytics and market insight to improve conversion, retention, partner productivity and campaign return.
• Experience working across Underwriting, Product, Claims, Operations, Marketing, Risk, Compliance and external partners.

• Deliver approved gross written premium, policy-count, retention and profitability targets for the Broker Channel.
• Build and maintain a qualified pipeline of licensed brokers and targeted commercial, SME and retail opportunities sourced through the broker network.
• Drive quote-to-bind conversion, renewal retention, cross-sell and share of wallet across approved general insurance products.
• Monitor broker portfolio mix, loss-ratio, debtor and campaign-return trends and coordinate corrective action where performance is below target.
• Maintain accurate forecasts, CRM records and monthly performance reports.
• Identify, conduct due diligence on and onboard priority licensed brokers in line with approved intermediary-management requirements.
• Manage broker relationships through structured contact plans, joint business plans, portfolio reviews, renewal calendars and service-level follow-up.
• Train and brief broker teams on approved products, underwriting appetite, sales processes, service standards and customer disclosures; maintain training evidence.
• Develop broker engagement initiatives and identify product, pricing, service and digital-journey improvements from broker and market insight.
• Track active-broker ratio, broker productivity, renewal retention, share of wallet and broker satisfaction; close agreed improvement actions.
• Coordinate accurate quotations, policy placement, endorsements, renewals, cancellations, debit notes, credit notes and documentation within agreed service levels.
• Serve as the first escalation point for broker enquiries, coordinating resolution with Underwriting, Operations, Finance, Claims and Customer Experience.
• Monitor quotation and policy turnaround times, renewal follow-up, broker queries, complaints and root causes; close agreed remedial actions.
• Support brokers with accurate claims-notification requirements and coordinate timely escalation of material or urgent claims through approved channels.
• Track claims-service feedback and recurring issues without making claims-admissibility decisions outside delegated authority.
• Provide clear, approved information on product coverage, exclusions, limits, underwriting requirements and claims procedures.
• Ensure business is conducted through duly licensed and approved brokers under current agreements and in line with product terms, company policies and applicable intermediary requirements.
• Support accurate disclosures, customer-needs assessment, documentation, premium-remittance follow-up, data protection and timely escalation of complaints or conduct risks.
• Maintain an audit-ready broker register, due-diligence records, licences, agreements, training evidence, business plans and activity reports.
• Escalate underwriting, pricing, credit, premium-remittance, claims, compliance or broker-conduct exceptions within prescribed timelines.
• Maintain an annual development plan covering general insurance products, broker relationship management, consultative selling, portfolio analytics, credit control, conduct risk and relevant regulatory updates.
• Complete mandatory training within prescribed timelines and demonstrate application through improved channel performance and audit readiness.
• Share market intelligence, lessons learned and effective practices with Distribution, Product and Operations teams.

• CRM proficiency
• Microsoft Office proficiency
• Data analysis and reporting tools
• Pipeline and performance management
• Broker relationship management
• Consultative selling
• Portfolio analytics
• Credit control
• Conduct risk management

• Bachelor’s degree in Insurance, Business, Marketing, Finance or a related discipline from a recognised institution.
• A recognised professional insurance qualification, such as CII/ACII or AIIK is Mandatory
• Sound knowledge of general insurance products, underwriting principles, broker distribution, policy administration, claims processes, premium collection and intermediary controls.