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Head of Business Operations – Pension and Insurance at Career Management Centre

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Career Management Centre is a Human Resources Management Consulting firm that offers comprehensive HR Services like Recruitment, Job Evaluation, Training, Payroll Outsourcing, Labor Compliance, Engagement surveys, Staffing Solutions & HRMS to businesses both at a strategic and operational level. We firmly believe that HR is the nucleus of any organization irrespective of any size or industry. Our client, a leading regional financial services provider offering pension and insurance services to individuals, nonprofit, public and the private sector seeks to recruit Head of Business Operations – Pension and Insurance.


Job Profile:


Head of Pension and insurance Operations is responsible for the management and strategy of day-to-day operational pension administration activities of client’s pension schemes and provides executive pensions support to the trustees of pension schemes.


The role combines technical knowledge with management and leadership, together with hands on experience in all aspects of pensions administration.


The head is responsible for actively identifying and implementing business transformation and change management solutions that support the Pension Administration in delivering its services in a more effective, streamlined, client-orientated, and innovative manner to ensure superior service delivery.


Key Responsibilities


Operations Management



  • Oversees the pension administration and the insurance team ensuring delivery of operational excellence on day-to day activities including supervision of fund accounting

  • Ensure operational excellence and high levels of accuracy since the pension administration team processes large volumes of transactions and queries which involve sensitive and personal data.

  • Continuously develop the pension administration strategy, administration systems and the associated processes for increased efficiency.

  • Providing support and guidance to the team to ensure accurate and timely delivery of all operational processes including complex member enquiries.

  • Proactively manage operations risk and ensure compliance with regulatory guidelines.


Member experience Management



  • Maintains service level agreements and implements a positive member experience across all interaction points, serving as the high-level escalation point for member queries and complaints that arise.

  • Interaction with the Trustee Boards of the Funds, preparing and presenting relevant Committee and Trustee Board papers on administration and related operational activity.


Process Improvement



  • Lead and manage continuous improvement initiatives and regular and ad hoc projects, continually refining business strategies and processes based on anticipated client needs or gaps.

  • Identifies the future state process, proposes improvements, streamline changes, and prepares/executes an action plan. Grow the efficiency of existing organizational processes and procedures through digitization.

  • Successfully implementing large high-profile projects, such as the upgrade of the pension IT system and processes to enable member self-service through a web-based portal and analyzing and delivering scheme changes resulting from legislative changes whilst maintaining a focus on member-centric engagement and development.

  • Improve operational systems, processes, and policies to facilitate better reporting, information flow and management.

  • Ensure documentation of business requirements, processes and standards


Reporting



  • Prepare Management reports to track and analyse the performance and overall health of the Scheme & Insurance Operations.

  • Provides substantive input in the preparation of client papers and reports for presentation to our clients, as appropriate.


Team Leadership



  • Manages, guides, develops and trains staff under his/her supervision

  • Ensures that the outputs produced by the Unit maintain high-quality standards; that reports are clear, objective and based on comprehensive data.

  • Fosters teamwork and communication among staff in the Unit and across organizational boundaries


Minimum Qualifications & Experience Requirements:



  • A university degree and Professional Qualifications in pensions management and/ Investment Accounting in related field of work or a degree in combination with qualifying experience in pension funds operations

  • A minimum of 6 years’ experience in pension business operations in either an in-house or third-party administrator environment is mandatory

  • At least two (2) years in a Supervisory role

  • Experience in managing projects aimed to improve administrative and/or service delivery/ process improvement functions is required.

  • Deep knowledge of pension legislation in Kenya

  • Experience of working with pension administration systems

  • Experience in Insurance is added advantage

  • Strong IT competency with advanced Excel skills.

  • Work based experience in Operations Systems Analysis.


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