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
