To support the effective delivery of client relationship and administration services for umbrella schemes by assisting the Relationship Manager in daily client interactions, documentation, compliance tracking, and coordination of internal service teams. The Assistant Relationship Manager contributes to maintaining high client satisfaction, upholding regulatory standards, and supporting scheme governance and reporting obligations in line with the Retirement Benefits Act, Income Tax Act, and Trust Deeds.
Duties and Responsiblities
Client Support and Relationship Coordination
- Assist in managing assigned umbrella fund schemes by supporting client and Trustee engagements, including scheduling meetings, preparing packs, and recording follow-up items.
- Maintain regular contact with clients to ensure timely updates on administrative or operational issues.
- Support the Relationship Manager in maintaining client satisfaction and promoting a service-driven culture.
Scheme Documentation and Reporting
- Assist in preparing quarterly scheme reports, AGM packs, investment summaries, and statutory returns.
- Help maintain audit-ready scheme files and ensure documentation is properly archived and accessible.
- Support the coordination of client audits and regulatory inspections by compiling required information in a timely manner.
Compliance and Governance Support
- Track and follow up on statutory submissions such as RBA filings, KRA approvals, and board resolutions.
- Maintain compliance checklists and assist in preparing regulatory correspondence and trustee communications.
- Monitor timelines for member notifications, circulars, and governance deliverables.
- Liaise with Administration, Fund Accounting, Legal, and Compliance teams to facilitate delivery of scheme services, including contributions, benefit payments, and scheme updates.
- Assist in resolving service issues by documenting concerns, coordinating action items, and ensuring feedback loops with internal teams.
- Coordinate the onboarding and transition of new participating employers under umbrella schemes.
Member Communication and Issue Handling
- Assist in preparing and distributing circulars, member statements, and other scheme communication materials.
- Respond to standard queries from members and employers, escalating complex or technical issues to the Relationship Manager.
- Track member queries and ensure resolution timelines are monitored and documented.
Knowledge And Skills Required
- The Retirement Benefits Act, Income Tax Act, and Trust Deeds.
- Basic contribution and benefit processing workflows.
- Scheme reporting cycles, client SLAs, and documentation standards.
- Member and employer engagement protocols.
- Minimum of 4 years' experience in pension administration, client servicing, or financial services operations.
- Experience with umbrella schemes, member communication, or scheme goveance processes is an added advantage.
- Exposure to working in a regulated pension or financial services environment is desirable.
- Proficient in Microsoft Office and basic pension reporting tools.
Professional and Academic Qualifications
- Bachelor's degree in Business Administration, Finance, Economics, Actuarial Science, or a related field.
- Certified Pension Manager (CPM) qualification or a Diploma in Insurance.