Background information about the job or company (e.g., role context, company overview)

Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Ban...

Responsibilities or duties

Manage assigned low-tier customer portfolios and provide administrative and operational support to the Relationship Management team to ensure efficient service delivery, timely reporting, and smooth execution of pension scheme operations.

Qualifications or requirements (e.g., education, skills)

Bachelor’s degree in a business-related field. Knowledge of RBA regulatory requirements and pension industry concepts.

Experience needed

1 - 2 years’ experience in pensions, financial services, or relationship management.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Job Type: Full Time

Qualification: BA/BSc/HND

Location: Nairobi

Job Field: Insurance

• Own the planning and delivery of customer engagement forums for the assigned portfolio, ensuring effective stakeholder engagement.
• Act as the first-line support for basic client inquiries and escalate unresolved issues.
• Liaison between customers and the relevant pension operations team to ensure all customer queries / requests are attended to within the set timelines.
• Prepare meeting packs, presentations, and logistics for member education forums, AGMs, and trustee engagements.
• Develop customer communications, training manuals and write-ups in reference to Retirement Benefits.
• Coordinate customer technology training logistics (invites, follow-ups, attendance registers).
• Coordinate Board of Trustee Meetings and Annual General Meetings for Income Drawdown Plan, Individual Plans and Umbrella Plans.
• Continuously engage in contribution and arrears collections as well as in suspense balances clearance.
• Develop routine reports and ensure accuracy before submission.
• Review documentation from customers and raise requests in the CRM (Customer Requests Management) system for tracking and resolution by relevant parties.
• Facilitate provision of necessary information and data required during scheme audits.
• File scheme compliance documents such as governance policies, Investment Policy statements, Trust deeds and rules, and contracting out documents with the Retirement Benefits Authority.
• Attend to walk in customers under the employer sponsored schemes.
• Perform any other duties as may be assigned from time to time.
• Delegated Authority: As per the approved Delegated Authority Matrix.

• Bachelor’s degree in a business-related field.
• 1 - 2 years’ experience in pensions, financial services, or relationship management.
• Knowledge of RBA regulatory requirements and pension industry concepts.