Main Responsibilities
Strategy
- Execute the strategic plan for the Pensions
department under guidance from the Team Leader.
- Identify opportunities for business growth,
client acquisition, and cross-selling of retirement benefits products
(e.g.,
- Annuities, Provident Funds, IDD).
- Conduct market research and competitor analysis
to inform client engagement and operational strategies.
- Use data-driven insights to optimize operational
performance and support strategic decision-making.
Client Engagement & Relationship Management
- Serve as the day-to-day contact for pension
scheme clients, addressing queries and service requests promptly.
- Facilitate onboarding of new clients and staff,
ensuring all documentation, compliance, and regulatory requirements are
met.
- Conduct member education sessions, client
visits, and trustee briefings to enhance engagement and satisfaction.
- Provide personalized support for high-net-worth
clients, including tailored pension solutions.
- Identify and implement client retention,
upselling, and cross-selling strategies.
- Monitor competitor activity and industry trends
to advise on client servicing improvements.
Operational & Service Delivery Coordination
- Ensure timely collection, reconciliation, and
reporting of contributions in collaboration with Pension Operations and
- Allocations teams.
- Liaise with Claims and Finance teams to process
withdrawals, transfers, and other client requests within agreed timelines.
- Support external administrators by coordinating
service delivery, reports, and meeting schedules.
- Maintain accurate client records, service logs,
and correspondence to ensure traceability and compliance.
- Assist in audits and regulatory inspections,
providing required documentation and resolving identified gaps.
Reporting & Feedback
- Prepare client service performance reports and
summaries for internal and external stakeholders
- Capture client feedback and contribute
recommendations to improve service delivery and client satisfaction.
- Document minutes of meetings and action items,
ensuring timely follow-through.
- Jubilee Life Brand
- Promote effective public relations and enhance
the company’s corporate image in all client interactions.
- Ensure clients experience a consistent,
professional and high-quality service aligned with Jubilee Life’s brand
values.
Corporate Governance
- Ensure all pension schemes adhere to
operational, regulatory, and quality standards (RBA, KRA, other relevant
bodies)
- Coordinate with fund accountants and
administrators to prepare and file audited financial statements on time.
- Uphold data protection, confidentiality, and
Jubilee Life governance standards in all client interactions.
- Stay updated on pension legislation, RBA
guidelines, and industry best practices, implementing adjustments as
required.
People & Culture
- Cross-Functional Collaboration: Actively
participate in cross-functional project teams to drive collaboration,
innovation, and accountability across departments and the Group.
- Employee Collaboration Index: Participate in a
minimum of 2 company projects per year with an 80% success rate and engage
in at least 1 Group-wide project per year.
- Skills and Competency Development Index: 100%
compliance with your training plan annually to support personal and
professional growth, ensuring alignment with career paths and future
challenges.
- Cultural Alignment Index (CAI): Attain the
Company’s CAI target score by embedding Jubilee’s values (e.g.,
- innovation, teamwork, excellence) into project
execution and team dynamics.
- Conflict Resolution: Address interpersonal or
project-related conflicts constructively, maintaining team morale and
focus on shared goals.
- Resource Advocacy: Communicate needs (e.g.,
tools, training, support) to supervisors to ensure personal and team
success.
Key Competencies
- Relationship Management & Stakeholder
Engagement
- Customer Service Orientation
- Attention to Detail & Data Accuracy
- Analytical & Problem-Solving Skills
- Knowledge of Pension Schemes, Retirement
Benefits, and Compliance Requirements
- Communication: Report-writing, presentation, and
client engagement
- Collaboration & Teamwork
- Ethical Integrity and Professionalism
Academic Background & Relevant Qualifications
- Bachelor’s degree in Finance, Business
Administration, Actuarial Science, or a related field
- Professional certifications in pensions,
insurance, financial planning, or CRM (e.g., TDPK, CII, RBA-accredited
courses) are highly desirable.
- Master’s degree is an added advantage.
- Minimum 3–6 years’ experience in client
relationship management, pensions, or retirement benefits administration.
- Proven ability to manage client relationships,
resolve issues, and deliver exceptional service.
- Strong working knowledge of pension operations,
retirement planning, and regulatory frameworks.
- Detail-oriented with excellent organizational,
negotiation, and presentation skills.
- Analytical mindset with strong problem-solving
capabilities.
- Ability to work collaboratively across multiple
teams and manage various stakeholders effectively.
How to Apply
If you
are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting
the Job Reference Number and Position by 23rd November 2025. Only shortlisted
candidates will be contacted
