Relationship Manager

Purpose for the Job

Build and maintain strong client relationships to ensure satisfaction and confidence in the company's pension services. Act as the primary liaison between Boards of Trustees, scheme members, service providers, and regulatory bodies, including the Retirement Benefits Authority (RBA) and Kenya Revenue Authority (KRA). Address client inquiries, resolve issues, and provide guidance on pension-related matters, work closely with internal teams to ensure effective service delivery and regulatory compliance.

Duties and Responsiblities

Client Relationship Management:

• Build and nurture strong, long-lasting relationships with clients.
• Understand client's unique pension needs and provide tailored solutions.
• Act as the main point of contact for clients, addressing inquiries and concerns promptly.
• Collaborate with internal teams to ensure seamless service delivery.

Pension Industry Expertise:

• Develop and maintain a deep understanding of pension regulations, policies, and industry trends.
• Provide clients with expert guidance on pension plan options, investment strategies, and retirement planning.
• Facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of services.
• Conduct client education sessions on pension plans, benefits, and any changes in regulatory environment.

Issue Resolution:

• Proactively identify and address client issues, collaborating with the pension administration team and other internal departments to ensure timely resolution.
• Investigate and resolve complex client inquiries related to pension administration.

Communication and Reporting:

• Prepare and present periodic reports on scheme performance, account status, and key developments.
• Keep Trustees informed of regulatory and policy changes affecting their schemes.
• Provide management with client feedback and recommendations to improve processes and service delivery.

Compliance:

• Oversee pension scheme service delivery to achieve agreed performance, quality, and customer care standards.
• Coordinate with the Fund Accounting team to ensure the timely preparation and filing of audited scheme financial statements in accordance with statutory requirements.
• Ensure compliance with applicable pension regulations, statutory obligations, and ISO standards, including timely closure of audit findings and non-conformities.

Business Development & Growth:

• Participating in business development to ensure growth of the pension book as per the department's budgets and organizations' goals.
• Ensure that all client debt is collected within 60 days of being invoiced. This involves ensuring that all clients pay competitive fees.

Key Competencies

• Client-focused, professional, and discreet in handling client matters.
• Strong analytical and problem-solving skills, with the ability to interpret complex information and communicate it clearly.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships at all levels.
• Proactive, self-motivated, and able to work independently and collaboratively.
• Adaptable to changing client needs and industry developments.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities effectively.
• Ability to thrive in a fast-paced, client-focused environment.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint. Knowledge of pension administration software is an added advantage.

Knowledge And Skills Required

EXPERIENCE

• 5+ years of experience in client relationship management, preferably within the pension administration, financial services, or insurance industries.
• Proven track record of managing complex client relationships and delivering excellent service.

KNOWLEDGE AND SKILLS

• Strong understanding of defined benefit (DB) and defined contribution (DC) pension schemes, scheme rules, goveance, and the applicable regulatory framework.
• Knowledge of pension administration systems and the ability to interpret scheme reports and provide informed guidance to clients.

Professional and Academic Qualifications

• Bachelor's degree in Business, Statistics, or a related field.
• A Master's degree in a business-related field is an added advantage.
• Membership in a relevant professional association or institute is an added advantage.
• Certified Pension Manager (CPM) qualification or a Diploma in Insurance.