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.

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group
• 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
• 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges
• Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics
• Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals
• Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success

• 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
• Organizational skills
• Negotiation skills
• Presentation skills

• 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