Role Purpose

• The role holder plays a vital role in ensuring the smooth and efficient servicing of group life insurance policies. The role holder will be responsible for managing the administrative tasks related to group life insurance policies, providing exceptional customer service to policyholders, and ensuring compliance with regulatory requirements.

Main Responsibilities

Operational

• Account Review and Reconciliation. Carry out a detailed review of long-outstanding credit and debit balances. Verify entries, trace origins of discrepancies if any, and ensure accurate reconciliation of all identified accounts.
• Exception Analysis. Identify any exceptions in aged items within account balances, analyze underlying causes, and prepare concise summaries highlighting proposed adjustments or follow-up actions.
• Collaboration and Support. Work closely with internal finance and accounting teams to clarify outstanding items, confirm balances, and support resolution through documentation and evidence-based recommendations.
• Close out reconciled schemes. Ensure that all reconciled accounts are closed out by relevant and involved parties after satisfactory review.
• Perform any other related duties as may be assigned from time to time to support departmental objectives.

Corporate Governance

• Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects of group life servicing.
• Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality.
• Participate in audits and internal control assessments, addressing any identified gaps or issues promptly.
• Compliance: Stay updated with insurance regulations and underwriting best practices to ensure compliance with industry standards
• Adherence to the laws and regulations of Kenya, the policies and regulations within the insurance industry and all internal company policies and procedures.
• Ensuring compliance with applicable statutory and regulatory requirements and establishing mitigation measures against emerging business risks.

People & Culture

• Cross-Functional Collaboration. Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group.
• Employee Collaboration Index. Participate in a minimum of 2 company projects per year with an 80% success rate and engage in at least 1 Group-wide project per year.
• Skills and Competency Development Index. 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges.
• Cultural Alignment Index (CAI). Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics.
• Conflict Resolution. Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
• Resource Advocacy. Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success.

Key Competencies

Excellent communication skills, both verbal and written.

• Strong customer service orientation with the ability to handle challenging situations.
• Attention to detail and ability to work with complex data and documentation.
• Analytical and problem-solving skills to address policy-related inquiries and issues.
• Ability to manage multiple tasks and prioritize workload effectively.
• Strong teamwork and collaboration skills.

Academic Background & Relevant Qualifications

• Bachelor’s degree in insurance, Finance, Business, or any other related course
• Minimum 1-2 years’ experience in a similar role
• Experience in Group Life servicing will be an added advantage.