Purpose for the Job
To Foster and uphold favorable connections with clients to guarantee their contentment and confidence in the pension services provided by the company and act as a liaison between Boards of Trustees, pension scheme members, service providers and regulatory bodies such as the Retirement Benefits Authority (RBA) and Kenya Revenue Authority (KRA).
Handlle inquiries, resolve issues, and offer expert guidance on pension-related concerns and assist the General Manager in management of relationship managers to ensure retention roles are performed as per expected set standards.
Duties and Responsiblities
Build and nurture strong, long-lasting relationships with clients.
Understand client's unique pension needs and provide tailored solutions.
Act as the main point of contact for clients, addressing inquiries and concerns promptly.
Collaborate with internal teams, including Pension Operations, Finance, Actuarial, and Legal to ensure seamless service delivery.
Develop and maintain a deep understanding of pension regulations, policies, and industry trends.
Provide clients with expert guidance on pension plan options, investment strategies, and retirement planning.
Facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of services.
Conduct client education sessions on pension plans, benefits, and any changes in the regulatory environment.
Investigate and resolve complex client inquiries related to pension administration.
Prepare and deliver regular reports (quarterly/half-yearly) on client account status, performance, and any relevant updates.
Communicate changes in regulations or policies that may impact clients' pension plans to the Boards of Trustees promptly.
Provide feedback to internal management teams on how to improve processes and enhance the overall client experience.
Ensure that pension schemes operate effectively and meet performance, quality, and customer care targets, as well as complying with industry standards.
Co-ordinate with the fund accounts to ensure the preparation, execution, and filing of Scheme audited financials as per the statutory timelines.
Adhere to ISO policies, procedures, and processes including passing audits and addressing non-conformities within allocated timelines.
Participate in business development to ensure growth of the pension book as per the department's budgets and organizations' goals.
Ensure that all client debt is collected within 60 days of being invoiced. This involves ensuring that all clients pay competitive fees.
Key Result Areas
Assist the General Manager in implementing the strategy to ensure the division meets annual budgets.
Ensure relationship managers adhere to set standards
Business retention rate of 95%.
100% conformity to operational guidelines.
Key Competencies
Good assessment, analytical and problem-solving skills
Ability to interact at all levels/stakeholder management.
A robust comprehension of pension administration
Capacity to collaborate efficiently with clients and inteal teams
Knowledge And Skills Required
Eight (8) years hands-on experience which include 2 years with supervisory responsibilities in a pensions, life or actuarial management environment.
Attention to detail
Good communication skills
Time management skills
Computer skills
Professional and Academic Qualifications
Master's degree in business related field will be an added advantage.
Membership in any Associations & Professional Institutes will be an added advantage
Certified Trustee Development Program of Kenya
Certified Chartered Pension Analyst Manager