To oversee the full operations ecosystem of the Pensions business by training, mentoring and managing team performance, optimizing and enhancing client service levels including but not limited to tracking and handling inquiries, resolving emerging issues, and providing expert guidance on pension matters, to support the company to service and retain its clientele.

Duties and Responsiblities

• Ensure full compliance with the company’s policies, processes and procedures.
• Train, mentor and retain a competent and agile operations team.
• Address all client operational inquiries and concerns relating to operational matters including investigating and resolving complex client inquiries.
• Drive team collaboration to ensure seamless service delivery.
• Develop and maintain a deep understanding of pension regulations, policies, and industry trends.
• Communicate changes in regulations or policies that may impact clients’ pension plans to the internal relationship managers.
• Facilitate the onboarding process for new clients, and manage all data-related operational matters in collaboration with the respective relationship managers.
• Prepare and deliver regular reports (quarterly / half-yearly) on client account status, performance, and any relevant updates.
• Pursue continuous improvement through consistent review of processes to provide feedback and planned action 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 comply with industry standards.
• Ensure full compliance to all regulatory and statutory timelines for the fund accounting function, execution and filing of scheme audited financials.
• Ensure adherence to ISO policies, procedures and processes including passing audits and addressing non-conformities within allocated timelines.
• Adherence to ISO policies, procedures and processes including passing audits and addressing non-conformities within allocated timelines.

Key Result Areas

• Assist the General Manager in implementing the strategy to ensure the division meets the annual budget.
• Ensure operations teams adhere to set operational standards.
• Ensure 100% compliance to SLA’s and TAT as agreed with clients.
• Ensure 100% compliance on filing of statutory returns and financials to the respective regulators.
• Ensure 100% conformity to operational guidelines.

Key Competencies

• Good assessment, analytical and problem-solving skills.
• Ability to interact at all levels/stakeholder management.
• Planning, coordination, and time management skills.
• Keen attention to detail.
• A robust comprehension of pension administration.
• Capacity to collaborate efficiently with clients and inteal teams is integral to excelling in this role.
• Good communication skills.
• A can-do attitude.

Knowledge And Skills Required

• Ten (10) years of experience with five (5) being supervisory in a pension and/or actuarial management environment.
• Attention to detail.
• Good communication skills.
• Problem-solving skills.
• Time management skills.
• Sound computer skills and use of Microsoft reporting and analytical tools.

Professional and Academic Qualifications

• Bachelor’s degree in business or statistical related field.
• A master’s degree in business-related field.
• Membership in any Associations & Professional Institutes.
• Diploma in Insurance (ACII / AIIK) or Certified Pension Management (CPM-K)