Job Ref. No: JLIL 371

Role Purpose

• The role holder will be responsible for supervising and coordinating day-to-day pension administration activities to ensure accurate processing, timely service delivery and full compliance with regulatory and internal requirements. The role focuses on hands-on operational leadership, quality control, team supervision and effective client service across all retirement benefits products. The role holder supports management by ensuring service standards, operational controls and reporting requirements are consistently met.

Main Responsibilities

 Operational

• Drive business growth by conserving existing client relationships and proactively identifying opportunities to enhance portfolio value through alternative retirement and investment products (e.g., annuities, cross-selling initiatives).
• Streamline the administration and onboarding of corporate GPP and IPP clients, ensuring compliance with contractual, regulatory, and internal policy requirements.
• Build and maintain strong, long-term relationships with corporate clients to improve retention
• Supervise the accuracy of participating employer records, contributions and member KYC Information
• Provide guidance and support to junior team members in handling client queries and administrative tasks.
• Identify, recommend and implement process improvements to enhance operational efficiency, reduce risk, and minimize errors.
• Collaborate with internal teams (IT, Operations, Compliance, and Finance) to implement system upgrades and process improvements.
• Oversee the preparation and review of statistical summaries, management reports, and performance analysis for retirement benefits schemes.
• Ensure timely preparation and submission of statutory and regulatory returns in line with defined timelines.
• Ensure accurate, timely reporting to clients, regulators, and internal management.
• Support audits, reviews, and regulatory inspections related to retirement benefits administration.

Client, Trustee & Stakeholder Engagement

• Serve as a day-to-day operational support contact for trustees, corporate clients, intermediaries andinternal stakeholders.
• Support in the preparation of operational reports and documentation for trustee meetings, scheme reviews, and client engagements.
• Ensure timely and professional communication with clients and stakeholders on administration matters.
• Support complaint resolution by investigating issues, preparing responses and implementing corrective actions to prevent recurrence.

Corporate Governance

• Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects of insurance servicing.
• Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality.
• Participate in audits and internal control assessments, addressing any identified gaps or issues promptly.
• Compliance: Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards
• Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
• Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

People & Culture

• Team Leadership: Build and lead cross-functional teams, fostering collaboration, accountability, and high performance across diverse skill sets and departments.
• Retention KPI: Achieve a regrettable turnover rate below 5% annually within finance teams by promoting a supportive environment, career growth opportunities, and recognition.
• Employee Engagement Score (EES) KPI: Drive a 10% year-over-year increase in EES through team building, transparent communication, and empowerment initiatives.
• 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.
• Skill Development: Provide mentorship and training to team members on departmental tools, techniques, and industry-specific knowledge, enhancing capability.
• Conflict Resolution: Mediate and resolve team conflicts or stakeholder disputes, maintaining morale and focus on project goals.
• Resource Advocacy: Advocate for team needs (e.g., additional resources, training) to senior management, ensuring departmental success and staff well-being.

Key Competencies

• Attention to detail and accuracy in retirement plan administration.
• Knowledge of retirement benefits regulations and compliance requirements.
• Analytical and problem-solving abilities to resolve complex issues.
• Excellent organizational and time management skills.
• Strong communication and interpersonal skills.
• In-depth knowledge of retirement benefits schemes and pension products (Corporate Pension, IPP,
• Income Drawdown, GPPP, Annuities)
• Strong understanding of pension regulatory requirements and compliance standards
• Proficiency in pension administration systems and digital approval platforms i.e., DA
• Excellent data analysis, reporting, and documentation skills
• Strong client relationship management and service delivery orientation
• Attention to detail and high level of accuracy in handling scheme records
• Effective leadership, team management, and performance coaching
• Strong communication and interpersonal skills
• Problem-solving and analytical thinking
• High standards of integrity, confidentiality, and professionalism
• Ability to manage multiple priorities and adapt in a dynamic environment
• Collaboration and cross-functional teamwork

 Academic Background & Relevant Qualifications

• Bachelor’s degree in insurance, Finance, Business or any other related course
• Diploma in Insurance
• TDPK, LOMA/CII/IIK Qualification
• Minimum 3-4 years’ experience in a similar role
• In-depth knowledge of retirement benefits schemes and their administration.
• Familiarity with IPPs, income drawdown, GPPP and annuity products.
• Solid understanding of pensions regulation, compliance and governance standards.