Job Purpose Statement

The Business Development Officer – Travel Channel is responsible for delivering profitable growth of travel insurance through travel agencies, tour operators, airlines, online travel platforms, visa and education consultants, corporate travel accounts, brokers, agents, bancassurance and other approved partners. The role develops and activates channel relationships, builds and converts the sales pipeline, supports compliant customer journeys, coordinates policy issuance and claims support, and uses performance insights to improve acquisition, retention and customer experience. Posta job

Key Accountabilities (Duties and Responsibilities)

Financial & Business Growth 40%

Travel Channel Sales & Growth:

• Deliver approved gross written premium, policy-count and profitability targets for the Travel Channel.
• Build and maintain a qualified pipeline of travel agencies, tour operators, airlines, online travel platforms, visa and education consultants, corporate travel accounts and other approved partners.
• Drive quote-to-policy conversion, average premium, renewal and cross-sell across leisure, business, student and group travel propositions.
• Monitor channel loss-ratio and campaign-return trends and implement corrective action where performance is below target.
• Maintain accurate forecasts, CRM records and monthly performance reports.

Partner & Market Development 30%

Partner Acquisition, Activation & Retention:

• Onboard priority travel partners, complete due diligence and agree measurable activation plans.
• Manage partner relationships through contact plans, business reviews, renewal calendars and service-level follow-up.
• Train partner staff on approved products, sales processes and customer disclosures; maintain training evidence.
• Design seasonal campaigns and identify market, product, pricing and digital-journey improvements from partner and competitor insight.
• Track active-partner ratio, partner productivity, campaign results and partner retention; close agreed improvement actions.

Customer & Service Excellence 15%

Customer & Partner Servicing:

• Coordinate accurate quotations, policy issuance, amendments, cancellations and documentation within agreed service levels.
• Serve as the first escalation point for partner and customer enquiries, coordinating resolution with Underwriting, Operations, Finance and Customer Experience.
• Monitor service turnaround times, policy-document delivery, complaints and root causes; close agreed remedial actions.

Claims Support & Customer Education:

• Guide customers and partners on claims notification requirements and escalate urgent travel assistance cases through approved channels.
• Track claims-service feedback and recurring issues without making claims-admissibility decisions outside delegated authority.
• Provide clear, approved information on benefits, exclusions, limits, emergency assistance and claims procedures.

Risk, Governance & Compliance 10%

• Ensure distribution is conducted through approved arrangements and in line with product terms, company policies and applicable requirements.
• Support clear disclosures, customer-needs assessment, accurate documentation, data protection and timely escalation of complaints or conduct risks.
• Maintain an audit-ready partner register, due-diligence records, agreements, training evidence and activity reports.
• Escalate underwriting, pricing, claims, compliance or partner-conduct exceptions within prescribed timelines.

Learning and growth 5%

• Maintain an annual development plan covering travel insurance, consultative selling, partner management, CRM/data analytics, 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.

Job Dimensions

Reporting Relationships: jobs that report to this position directly and indirectly Posta job

Direct Reports – n/a

Indirect Reports – n/a

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

• Internal
  • Head of Sales and other channel teams
  • Underwriting, Product and Actuarial/Pricing
  • Claims, Customer Experience and Operations
  • Marketing, Digital/IT and Data teams
  • Finance, Legal, Risk and Compliance
  • In-house Travel Sales Agents
• External
  • Travel agencies and travel-management companies
  • Tour operators, airlines and online travel platforms
  • Visa, immigration and education consultants
  • Corporate travel accounts and approved affinity partners
  • Emergency-assistance and other approved service providers
  • Industry associations and approved insurance intermediaries

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.

Operational authority:

• Prioritise prospects, partner visits, campaigns and pipeline activities within the approved channel plan.
• Recommend partner onboarding, activation, renewal and remediation based on due diligence and performance evidence.
• Coordinate quotations and service recovery within approved product, pricing and service parameters.
• Escalate exceptions relating to underwriting, pricing, claims, complaints, compliance, data privacy or partner conduct to the authorised function.
• No authority to vary policy terms, approve claims, commit unapproved expenditure or bind the company outside documented delegated authority.

Budget responsibility:

• Monitor approved travel-channel campaign and activation expenditure; provide variance reports and obtain approval before commitment.

Work cycle and impact: time horizon and nature of impact (Planning) (e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)

• Weekly: Pipeline, quotation, conversion, policy-issuance and partner follow-up; urgent service and claims escalations.
• Monthly: Premium, policy count, average premium, conversion rate, partner productivity, campaign return, service levels and complaints reporting.
• Quarterly: Partner business reviews, renewal outlook, channel profitability and loss-ratio trends, market intelligence and improvement plans.
• Annual: Channel strategy, budget, partner portfolio plan, campaign calendar and capability-development plan.
• Maintain a qualified pipeline sufficient to deliver the approved channel budget, with coverage level agreed during target setting.

Job Specifications

Academic and Professional: Posta job

• Bachelor’s degree in Insurance, Business, Marketing, Tourism, Travel Management or a related discipline from a recognised institution.
• Professional insurance qualification such as CII/ACII or AIIK is Mandatory
• Sound knowledge of general insurance, with practical understanding of travel insurance benefits, exclusions, policy wording, emergency assistance, claims notification and distribution 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 developing partnerships and driving measurable growth; exposure to travel insurance, travel trade, airline, tourism, student travel or digital distribution is preferred.
• 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.

NCBA Bank Core Value Behaviours

Technical Competencies

Behavioral Competenies

• Deliver approved gross written premium, policy-count and profitability targets for the Travel Channel.
• Build and maintain a qualified pipeline of travel agencies, tour operators, airlines, online travel platforms, visa and education consultants, corporate travel accounts and other approved partners.
• Drive quote-to-policy conversion, average premium, renewal and cross-sell across leisure, business, student and group travel propositions.
• Monitor channel loss-ratio and campaign-return trends and implement corrective action where performance is below target.
• Maintain accurate forecasts, CRM records and monthly performance reports.
• Onboard priority travel partners, complete due diligence and agree measurable activation plans.
• Manage partner relationships through contact plans, business reviews, renewal calendars and service-level follow-up.
• Train partner staff on approved products, sales processes and customer disclosures; maintain training evidence.
• Design seasonal campaigns and identify market, product, pricing and digital-journey improvements from partner and competitor insight.
• Track active-partner ratio, partner productivity, campaign results and partner retention; close agreed improvement actions.
• Coordinate accurate quotations, policy issuance, amendments, cancellations and documentation within agreed service levels.
• Serve as the first escalation point for partner and customer enquiries, coordinating resolution with Underwriting, Operations, Finance and Customer Experience.
• Monitor service turnaround times, policy-document delivery, complaints and root causes; close agreed remedial actions.
• Guide customers and partners on claims notification requirements and escalate urgent travel assistance cases through approved channels.
• Track claims-service feedback and recurring issues without making claims-admissibility decisions outside delegated authority.
• Provide clear, approved information on benefits, exclusions, limits, emergency assistance and claims procedures.
• Ensure distribution is conducted through approved arrangements and in line with product terms, company policies and applicable requirements.
• Support clear disclosures, customer-needs assessment, accurate documentation, data protection and timely escalation of complaints or conduct risks.
• Maintain an audit-ready partner register, due-diligence records, agreements, training evidence and activity reports.
• Escalate underwriting, pricing, claims, compliance or partner-conduct exceptions within prescribed timelines.
• Maintain an annual development plan covering travel insurance, consultative selling, partner management, CRM/data analytics, 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.

• Proficiency in CRM
• Microsoft Office
• Data-analysis/reporting tools
• Consultative selling
• Partner management
• CRM/data analytics
• Conduct risk management

• Bachelor’s degree in Insurance, Business, Marketing, Tourism, Travel Management or a related discipline from a recognised institution.
• Professional insurance qualification such as CII/ACII or AIIK is Mandatory
• Sound knowledge of general insurance, with practical understanding of travel insurance benefits, exclusions, policy wording, emergency assistance, claims notification and distribution controls.