Regina Gathirwa

Seasoned Sales and Marketing professional with over 10 years in the insurance sector. Proven track record of surpassing targets, launching products in new markets, and driving revenue growth. Exceptional negotiation skills, adept at managing wholesale and retail channels, customer care, market intelligence, and client relationships.

Committed to contributing expertise as a valuable team player for business development and achieving organizational goals. Ready to leverage experience for success in a dynamic marketing role.

Operations Manager - ETG Insurance Brokers

(2025-09)

• Oversee the daily operations of the brokerage firm, ensuring adherence to procedures and timely, efficient completion of tasks.
• Identify and implement process improvements to enhance productivity, reduce costs, and improve service delivery.
• Ensure effective resource allocation and capacity planning to meet business needs.
• Develop and maintain operational workflows, procedures, and standards to ensure consistency and quality in service delivery.
• Lead, train, and manage the operations team, providing guidance, mentorship, and performance feedback.
• Oversee recruitment, onboarding, and training of new team members.
• Conduct regular performance evaluations and foster a culture of continuous improvement.
• Identify and address skill gaps, promoting ongoing professional development within the team.
• Work closely with account managers to maintain and strengthen client relationships, ensuring service delivery aligns with client expectations.
• Address client complaints, queries, and concerns promptly and effectively.
• Ensure excellent customer service and support the development of long-term, trust-based client relationships.
• Ensure all operational processes adhere to industry regulations, internal policies, and relevant standards.
• Collaborate with the compliance team to implement and monitor risk management procedures.
• Stay updated on regulatory changes and ensure the team is informed and compliant with evolving industry laws and practices.
• Develop and present regular operational performance reports, including metrics on efficiency, productivity, and client satisfaction.
• Use data analytics to identify trends, performance bottlenecks, and areas for improvement.
• Prepare reports for senior management, highlighting performance insights and recommending operational enhancements.
• Oversee the implementation and effective use of technology systems to improve operational efficiency and enhance service delivery.
• Ensure teams utilize required software and portals as per operational standards.
• Work closely with IT and other departments to resolve technical issues impacting operational performance.

Underwriting and Claims Executive - Teevee Insurance Brokers Ltd

(2023-07 - 2025-08)

• Principal Officer - ensuring compliance with insurance regulations as per Insurance Regulatory and Insurance Act requirements.
• Oversee the management and administration of the clients' international medical insurance plans
• Assess general risks by studying insurance proposals, gathering background information, and computing premiums using actuarial data.
• Engage in client interactions, visit potential customers, negotiate terms, and specify policy conditions for compliance with risk management recommendations.
• Maintain detailed records of underwritten policies, handle communication (emails, calls, walk-ins) related to underwriting issues.
• Manage renewal processes by preparing documents, liaising with insurance companies, and addressing urgent document requests.
• Process and manage insurance claims, provide advice, collecting information, and guiding policyholders through the claims process.
• Investigate claims, prevent fraud, identify reasons for claim denials, and ensure fair settlement of valid claims.
• Coordinate with approved professionals for repairs on policyholders' properties and handle associated complaints.
• Adhere to legal requirements, industry regulations, and company guidelines to ensure fair customer treatment and excellent service.
• Be involved in loss adjusting activities, legal discussions for settlement, and seek legal recovery of funds.
• Manage a team of claims handlers at the managerial level, taking responsibility for team productivity, profit, and adherence to quality standards.

Business Development Officer - KWFT Bancassurance Intermediary Ltd

(2022-01 - 2023-06)

• Advising clients on suitable insurance products, handling queries, and proposing tailored solutions.
• Implementing effective marketing strategies, including client visitations and interactions, to promote insurance products.
• Managing credit control and debt collection processes to ensure financial stability.
• Facilitating client renewal meetings, placing insurance covers, and ensuring compliance with client requirements.
• Overseeing timely premium settlement, receipting, and allocation within the Bancassurance accounts.
• Proactively identifying and addressing poor-performing accounts through strategic underwriting measures.
• Keeping abreast of economic trends to provide informed advice to both Bancassurance and clients.
• Establishing and nurturing strong relationships with banks and Deposit taking Institutions to expand the Bancassurance channel.
• Reviewing policy documents and endorsements to ensure alignment with required coverage.
• Negotiating and closing business deals within quality guidelines to enhance market share, and providing comprehensive reports on distribution channel performance to facilitate informed decision-making.
• Compile detailed reports on customer feedback and responses to our products to aid in further product development and marketing strategies.

Claims & Customer Service Officer - KWFT Bancassurance Intermediary Ltd

(2017-08 - 2021-12)

• Provide comprehensive guidance to claimants during accidents/incidents, including documentation requirements and assessment for insurer processing.
• Facilitate claims processing by coordinating with insurers, assessors, investigators, garages, and other relevant parties, ensuring timely updates to both claimants and internal stakeholders.
• Ensure adherence to insurance policies to prevent invalid claim repudiations, while also preparing and presenting claims reports to Bancassurance management.
• Oversee smooth provision of medical services for our clients, including pre-authorizations, hospital services, and discharge processes.
• Deliver general customer service support, including switchboard management, insurance inquiries, quotation issuance, assistance with proposal forms, and timely communication with insurers to ensure clients receive timely coverage.

Underwriting Officer - KWFT Bancassurance Intermediary Ltd

(2015-05 - 2018-07)

• Respond promptly to regional requests and queries, issuing certificates for paid policies, managing policy renewals, and escalating issues to the manager when necessary.
• Record and manage cancellation requests, credit notes, and insurer communications.
• Facilitate positive and negative endorsements in the system.
• Ensure adherence to IRA guidelines by maintaining consistent underwriting practices.
• Review insurance applications, resolving escalated issues, and ensuring compliance.
• Prepare and negotiate insurance quotes, establishing professional relationships with partners, direct clients, and other stakeholders.
• Calculate premiums based on underwriters' provided rates

Vetting Officer - Direct Line Assurance Company Ltd

(2008-05 - 2012-05)

• Preparation and forwarding to head office sales and customer service reports.
• Recruiting new agents and maintaining old ones.
• Introducing new products and new developments agents.
• Gathering market intelligent.
• Liaising with agents about renewals and extensions.
• Assisting, advising and answering customer questions.
• Posting transactions into Direct line system.
• Printing and issuance of certificates
• Receiving Premiums on behalf of the company from customers

Sales - Independent Agent

(2004-01 - 2008-09)

• Network with potential customers.
• Educate customers on each type of insurance coverage and make recommendations based on their needs.
• Evaluate current insurance policies and recommend additional coverage when needed.
• Maintain all insurance documents in a confidential way.
• Giving sound financial advisory services and customer support to the clients

Diploma - Insurance (AIIK) - College of Insurance (2023)

Bachelor's - Business Management (Marketing option) - Moi University of Eldoret (2015 - 2019)

Diploma - Business Management - Kenya Institute of Management (2013 - 2014)

Certificate - Foundation course - College of Insurance (2006 - 2006)

Certificate - Proficiency (COP) - College of Insurance (2004 - 2004)

Advanced Certificate - Business Management - Kenya Institute of Management (2003 - 2004)

Certificate - Kenya Certificate of Secondary School Education - Icaciri High School (1999 - 2002)