Mayfair Insurance, we ignite a culture of innovation, driven by respect, professionalism, accountability, and open communication, to deliver exceptional experiences, exceed customer expectations, and lead the industry with integrity.

Job Profile

Job Title Agency Manager

Department Business Development

Report To Head of Business Development/Designate

Grade TBA

Direct Reports TBA

JOB PURPOSE (Job Summary)

The Agency Manager is responsible for recruiting, developing, managing, and motivating insurance agents to drive sustainable business growth, enhance agency productivity, and achieve the Company's sales and profitability targets. The role focuses on agency expansion, performance management, training and development, retention of productive agents, and delivery of exceptional customer service.

KEY DUTIES & RESPONSIBILITIES

1. Agency Recruitment and Development

• Recruit, onboard, and develop qualified insurance agents in line with the Company's agency growth strategy.
• Ensure timely induction and training of newly recruited agents to facilitate successful integration and productivity.
• Develop and implement initiatives to build a strong and sustainable agency network.
• Monitor agency manpower levels and recommend interventions to address gaps.

2. Sales Growth and Business Development

• Drive premium income growth through the agency channel in line with approved business targets.
• Support agents in identifying new business opportunities and expanding market reach.
• Develop and implement sales campaigns and initiatives to enhance agency production.
• Monitor sales pipelines and provide support to improve conversion rates.

3. Agency Performance Management

• Set performance targets for agents and regularly monitor achievement against agreed objectives.
• Track key performance indicators including productivity, persistency, and business growth.
• Conduct regular performance reviews and coaching sessions to improve agent effectiveness.
• Identify high-performing agents and implement recognition and retention initiatives.

4. Training and Capacity Building

• Coordinate and facilitate continuous training programs for agents on products, sales techniques, compliance requirements, and customer service.
• Identify competency gaps and develop appropriate interventions to enhance sales performance.
• Promote professional development and encourage agents to pursue relevant insurance qualifications.

4. Business Negotiation and Revenue Generation

• Negotiate terms and conditions of business within approved underwriting and pricing guidelines.
• Support the achievement of premium income, revenue, and profitability targets.
• Follow up quotations and business submissions to improve conversion rates and maximize business opportunities.
• Monitor premium collections and support debt management efforts for broker-sourced business.

5. Relationship Management and Agent Retention

• Build and maintain strong relationships with agents to enhance engagement, motivation, and retention.
• Address agent concerns promptly and provide necessary support to improve satisfaction and performance.
• Foster a positive agency culture aligned with the Company's values and objectives.

6. Customer Service and Operational Support

• Ensure agents provide professional and responsive service to clients.
• Liaise with Underwriting, Claims, Finance, and Operations teams to facilitate efficient service delivery.
• Support the resolution of client and agent issues in a timely and professional manner.
• Ensure policy documentation and client requests are handled within agreed service standards

7. Compliance and Governance

• Ensure agency operations comply with regulatory requirements, company policies, and established procedures.
• Monitor adherence to ethical sales practices and regulatory standards.
• Support implementation of risk management and compliance initiatives across the agency network

8. Reporting and Market Intelligence

• Prepare timely agency performance reports and business updates.
• Monitor market trends, competitor activities, and emerging opportunities.
• Provide recommendations to improve agency productivity, market penetration, and business growth.

KEY PERFORMANCE MEASURES WORKING RELATIONS

➢ Agency Recruitment & Development: Achieve agency recruitment targets, successful onboarding, and growth of an active and productive agency force.

➢ Sales Growth & Premium Generation: Deliver agreed premium income, revenue growth, and new business targets through the agency channel.

➢ Agency Productivity & Performance: Improve agent productivity, activity levels, and achievement of individual and team sales targets.

➢ Agency Retention & Engagement: Maintain high retention levels of productive agents through effective engagement, coaching, and support.

➢ Customer Service & Operational Efficiency: Ensure timely service delivery, effective issue resolution, and high levels of customer satisfaction

➢ Compliance & Risk Management: Maintain adherence to regulatory requirements, ethical sales practices, and company policies.

➢ Reporting & Business Insights: Provide accurate performance reporting and actionable market intelligence to support informed decision-making.

➢

Internal: MD, ED, GM, HODs, staff. External: Existing and potential Agents, regulators, business partners and industry stakeholders

JOB SPECIFICATIONS COMPETENCIES RELEVANT EXPERIENCE

Academic.

➢Bachelor's Degree in Business Administration, Marketing, Insurance, Finance, or a related field

Professional

➢ Diploma or Professional Qualification in Insurance (ACII, AIIK, CII or equivalent) is an added advantage.

Functional Skills

• Integrity and professionalism
• Customer Focus and Service Excellence
• Commercial Acumen and Business Development
• Accountability, Teamwork, and Collaboration
• Emotional Intelligence and Stakeholder Management
• Collaboration and Cross-Functional Coordination.

➢ Agency Recruitment and Development

➢ Sales Leadership and Business Development

➢ Coaching and Performance Management

➢ Relationship Management and Influencing Skills

➢ Customer Focus and Service Excellence

➢ Commercial Acumen

➢ Accountability and Results Orientation

➢ Leadership and Team Development

➢ Innovation and Continuous Improvement

➢ Integrity and Professionalism

Minimum of 4-6 years' experience in the insurance industry, with at least 2 years in agency sales, agency development, business development, or sales management.

Proven experience in recruiting, developing, coaching, and managing insurance agents or sales teams.

Demonstrated track record of achieving sales targets, driving premium growth, and expanding market presence.

Experience in performance management, agency productivity improvement, and agent retention initiatives.

Sound understanding of insurance products, sales processes, and customer relationship management.

Experience in stakeholder engagement and collaboration with internal and external business partners.

The job description may include new responsibilities and tasks or modify existing ones as Management deems necessary.

• Recruit, onboard, and develop qualified insurance agents in line with the Company's agency growth strategy.
• Ensure timely induction and training of newly recruited agents to facilitate successful integration and productivity.
• Develop and implement initiatives to build a strong and sustainable agency network.
• Monitor agency manpower levels and recommend interventions to address gaps.
• Drive premium income growth through the agency channel in line with approved business targets.
• Support agents in identifying new business opportunities and expanding market reach.
• Develop and implement sales campaigns and initiatives to enhance agency production.
• Monitor sales pipelines and provide support to improve conversion rates.
• Set performance targets for agents and regularly monitor achievement against agreed objectives.
• Track key performance indicators including productivity, persistency, and business growth.
• Conduct regular performance reviews and coaching sessions to improve agent effectiveness.
• Identify high-performing agents and implement recognition and retention initiatives.
• Coordinate and facilitate continuous training programs for agents on products, sales techniques, compliance requirements, and customer service.
• Identify competency gaps and develop appropriate interventions to enhance sales performance.
• Promote professional development and encourage agents to pursue relevant insurance qualifications.
• Negotiate terms and conditions of business within approved underwriting and pricing guidelines.
• Support the achievement of premium income, revenue, and profitability targets.
• Follow up quotations and business submissions to improve conversion rates and maximize business opportunities.
• Monitor premium collections and support debt management efforts for broker-sourced business.
• Build and maintain strong relationships with agents to enhance engagement, motivation, and retention.
• Address agent concerns promptly and provide necessary support to improve satisfaction and performance.
• Foster a positive agency culture aligned with the Company's values and objectives.
• Ensure agents provide professional and responsive service to clients.
• Liaise with Underwriting, Claims, Finance, and Operations teams to facilitate efficient service delivery.
• Support the resolution of client and agent issues in a timely and professional manner.
• Ensure policy documentation and client requests are handled within agreed service standards
• Ensure agency operations comply with regulatory requirements, company policies, and established procedures.
• Monitor adherence to ethical sales practices and regulatory standards.
• Support implementation of risk management and compliance initiatives across the agency network
• Prepare timely agency performance reports and business updates.
• Monitor market trends, competitor activities, and emerging opportunities.
• Provide recommendations to improve agency productivity, market penetration, and business growth.

• Integrity and professionalism
• Customer Focus and Service Excellence
• Commercial Acumen and Business Development
• Accountability, Teamwork, and Collaboration
• Emotional Intelligence and Stakeholder Management
• Collaboration and Cross-Functional Coordination.
• Agency Recruitment and Development
• Sales Leadership and Business Development
• Coaching and Performance Management
• Relationship Management and Influencing Skills
• Customer Focus and Service Excellence
• Commercial Acumen
• Accountability and Results Orientation
• Leadership and Team Development
• Innovation and Continuous Improvement
• Integrity and Professionalism

• Bachelor's Degree in Business Administration, Marketing, Insurance, Finance, or a related field
• Diploma or Professional Qualification in Insurance (ACII, AIIK, CII or equivalent) is an added advantage.