General Manager Bancassurance

Family Bank is seeking a General Manager Bancassurance to provide end-to-end leadership of the Family Bank Bancassurance Intermediary distribution business. The role will drive sustainable revenue and profitability, strengthen insurer partnerships, expand insurance penetration, and integrate customer-centric insurance solutions across branch, relationship management, digital, and other channels.

Key Job Information

• Job Title: General Manager Bancassurance
• Reference: JA /08/26
• Functional Reporting: Board, Family Bank Bancassurance Intermediary
• Administrative Reporting: Chief Executive Officer and Managing Director, Family Bank
• Experience: Minimum 10 years in insurance, bancassurance, insurance distribution, or a closely related financial services environment, including at least 5 years in senior leadership
• Application Deadline: 11th September 2026
• Application Email: [email protected]

About the Role

The General Manager Bancassurance will lead the development and execution of the bancassurance strategy while owning its commercial agenda, governance, customer protection, regulatory compliance, and operational performance. The role will use customer relationships, distribution channels, data, partnerships, and digital capabilities to build relevant insurance propositions and strengthen the Bank–insurer partnership model.

Key Responsibilities

Strategy, Growth and Business Development

• Develop and execute the overall bancassurance strategy and annual business plan in alignment with the Bank’s corporate and customer strategies.
• Translate market, customer, and portfolio insights into growth priorities by segment, product, channel, and geography.
• Drive balanced growth across Life, General, and Medical insurance while identifying emerging protection and embedded-insurance opportunities.
• Set and cascade sales, activation, conversion, retention, productivity, and profitability targets.
• Identify new distribution opportunities across branches, relationship managers, digital banking, contact centres, partnerships, and ecosystems.
• Develop initiatives that increase insurance penetration and customer wallet share.

Customer Proposition and Product Development

• Identify customer protection needs and product gaps using segmentation, portfolio analysis, behavioral insights, and market intelligence.
• Work with product teams and insurer partners to develop simple and relevant insurance propositions.
• Improve customer journeys for discovering, understanding, purchasing, renewing, and servicing insurance products.
• Promote contextual and embedded insurance linked to lending, cards, payments, travel, assets, business activities, and relevant customer events.
• Ensure propositions clearly communicate benefits, exclusions, pricing, underwriting responsibilities, and claims arrangements.

P&L, Revenue and Performance Management

• Own the bancassurance P&L and deliver agreed premium, commission, revenue, profitability, and cost objectives.
• Monitor sales, premium collections, commissions, renewals, persistency, claims and service issues, channel productivity, and profitability.
• Assess commission structures, partner economics, acquisition costs, and product and channel profitability.
• Prepare performance reports and management insights for the Board and relevant FBBI and Bank governance forums.
• Use performance analytics to address underperforming products, channels, customer segments, and sales teams.

Insurance Partner and Ecosystem Management

• Manage senior relationships with strategic insurance partners and ensure agreed commercial, service, and customer outcomes are achieved.
• Establish governance for partner SLAs, binders, service standards, escalation mechanisms, reporting, and performance reviews.
• Lead partner negotiations and commercial discussions within approved governance and delegated authority.
• Build an ecosystem of insurers, technology providers, and other partners to strengthen product breadth and digital distribution.
• Engage the Insurance Regulatory Authority, Central Bank of Kenya, and relevant industry bodies on matters affecting the bancassurance business.

Digital, Data and Distribution Excellence

• Lead the evolution toward integrated omnichannel and digital insurance journeys.
• Work with Technology, Digital, Data, and Operations teams to integrate bancassurance systems with relevant platforms and workflows.
• Use customer data and analytics to identify propensity, life-stage, and event-based opportunities while observing privacy, consent, and regulatory requirements.
• Strengthen lead generation, conversion, cross-selling, renewal, churn, and customer value analytics through CRM capabilities.
• Champion automation, straight-through processing, digital documentation, and simplified quotation processes.
• Build effective sales structures with clear roles, targets, incentives, and accountability.
• Develop the capability of branch teams, relationship managers, and authorized staff to identify customer needs and appropriately distribute insurance products.

Marketing, Governance and Customer Protection

• Develop integrated marketing and retention campaigns aligned with business priorities and customer needs.
• Ensure customer-facing communication is accurate, transparent, approved, and compliant with regulatory requirements.
• Ensure compliance with the Insurance Act, Insurance (Bancassurance) Regulations, 2020, applicable regulatory guidance, Bank policies, and approved partner agreements.
• Maintain effective controls covering KYC/AML, customer consent, documentation, premium collection, reconciliation, complaints, data confidentiality, product approvals, and sales conduct.
• Ensure customers understand the insurer underwriting each product and the respective responsibilities of the insurer and intermediary.
• Manage operational, conduct, reputational, regulatory, technology, and partner risks while maintaining business continuity readiness.
• Provide oversight of claims outcomes and customer experience in collaboration with insurer partners.

People and Operational Leadership

• Lead, coach, and develop a high-performing bancassurance team with commercial, technical, digital, and customer-service capabilities.
• Build succession and bench strength for critical roles.
• Establish a performance culture focused on customer value, ethical selling, accountability, innovation, and delivery.
• Strengthen end-to-end processes covering lead generation, quotation, application, underwriting hand-off, policy issuance, premium collection, reconciliation, renewals, servicing, and claims escalation.
• Eliminate avoidable manual processes, bottlenecks, and control weaknesses while improving service turnaround times and partner performance.

Key Performance Indicators

• Financial: Premium income, commission and revenue, P&L, profitability, and cost-to-income performance.
• Growth: New business, customer penetration, insurance wallet share, and product holding.
• Retention: Renewal and persistency performance, with an ambition of at least 90% renewal/retention subject to product mix.
• Sales Effectiveness: Activations, leads, conversion, and channel productivity.
• Customer Experience: Turnaround times, complaints, service quality, and NPS/CSAT where applicable.
• Partner Performance: SLA achievement, reconciliation, issue resolution, and partner effectiveness.
• Risk and Compliance: Audit issues, regulatory breaches, KYC/AML exceptions, and complaints closure.
• Digital: Digital sales share, straight-through processing, adoption, and journey completion.

Required Qualifications and Experience

• Bachelor’s degree in Business Management, Insurance, Finance, Economics, Actuarial Science, or a related discipline.
• Registration with the Insurance Regulatory Authority as Principal Officer for the bancassurance intermediary, or demonstrated eligibility to obtain such registration.
• Minimum 10 years of experience in insurance, bancassurance, insurance distribution, or a closely related financial services environment.
• At least 5 years of experience in a senior leadership role.
• Experience managing revenue targets, sales and operational teams of 15 or more, and insurance P&L accountability.
• Strong understanding of banking operations, risk management, controls, KYC/AML, customer protection, and regulatory requirements.
• Demonstrated experience delivering measurable growth through multiple channels, partnerships, product development, or digital transformation.

Preferred Qualifications

• Professional insurance qualification or equivalent relevant professional qualification.
• Master’s degree in Business or a relevant field.

Key Competencies

• Strategic commercial leadership and strong business acumen.
• Insurance product and distribution expertise across Life, General, and Medical classes.
• Understanding of underwriting principles, pricing, and reinsurance fundamentals.
• Strong P&L and financial performance management capability.
• Customer-centric product and journey development.
• Data-driven decision-making and digital business orientation.
• Partner, stakeholder, and negotiation management.
• Strong governance, risk, compliance, and ethical-sales orientation.
• People leadership, coaching, and succession development.
• Innovation, execution discipline, and change leadership.
• Excellent communication, influencing, and presentation skills.
• High integrity, confidentiality, sound judgement, resilience, and accountability.

How to Apply

All applicants must apply online to [email protected] by 11th September 2026. Canvassing will automatically disqualify the candidate. Only shortlisted candidates will be contacted.

Family Bank is an equal opportunity employer.