Britam, one of Kenya’s leading financial services groups, is seeking a dynamic and detail-oriented professional to join its Pension Revenue Operations unit. This role provides an exceptional opportunity to be part of a highly reputable institution that is transforming lives by enabling financial security and prosperity across East Africa.
The Pension Revenue Operations Officer position plays a vital role in ensuring the efficient administration of pension operations. From contribution management to compliance, the successful candidate will be instrumental in delivering excellence in pension administration while aligning with the business unit’s strategic goals.
This full-time, permanent role is based at Britam’s Nairobi office and reports directly to the Pension Administration leadership. It is ideally suited for candidates with a background in insurance or pension administration, who are proactive, highly analytical, and dedicated to client satisfaction.
Job Title: Pension Revenue Operations Officer
Job Code: 2500003I
Location: Nairobi, Kenya
Job Type: Permanent
Contract Type: Full-Time
Shift: Day Job
Organization: Britam
Number of Openings: 1
Job Posting Date: July 29, 2025
Closing Date: July 31, 2025
Job Purpose
The Pension Revenue Operations Officer is responsible for executing pension administration activities that support the department’s goals. The primary duties include managing pension contributions, ensuring regulatory compliance, conducting financial reconciliations, and enhancing the accuracy of member data records. This role is pivotal in upholding operational excellence and ensuring timely service delivery to clients and stakeholders.
Key Responsibilities
1. Pension Contribution Management
- Update and reconcile pension contributions received from all payment channels including banks, M-Pesa, and Direct Debit Authorizations (DDA).
- Post all member contributions accurately into relevant systems to reflect up-to-date balances.
- Administer refunds for unexpected or erroneous remittances in coordination with finance and operations teams.
- Maintain clean and accurate suspense accounts by timely allocation of funds to correct member accounts.
2. Account Reconciliations
- Perform monthly reconciliations between bank statements and general ledger accounts, ensuring completeness and accuracy.
- Prepare and submit reconciliations for approval within specified timelines.
- Investigate and resolve discrepancies identified during the reconciliation process.
3. Retirement Funds Administration
- Manage and administer the Managed Retirement Funds (MRF) including processing transactions and ensuring accurate reporting.
- Liaise with internal and external stakeholders to maintain integrity and performance of the MRF portfolio.
4. Data Integrity and Member Records
- Clean and verify data for new pension schemes before system loading.
- Maintain comprehensive records of contributing members, reflecting their correct policy status (e.g., active, deferred, dormant, withdrawn).
- Collaborate with IT and data management teams to ensure up-to-date and accurate system records.
5. Compliance and Regulatory Reporting
- Ensure all pension schemes administered are compliant with requirements set by:
- Retirement Benefits Authority (RBA)
- Kenya Revenue Authority (KRA)
- Unclaimed Financial Assets Authority (UFAA)
- Prepare and submit necessary compliance documentation and reports within statutory deadlines.
6. Stakeholder Coordination
- Engage regularly with service providers and suspense resolution owners to track progress and close open items within set timelines.
- Participate in project teams and operational working groups as needed.
7. Client Relationship and Support
- Respond to and resolve requests made through the Customer Relationship Management (CRM) system.
- Deliver timely feedback and resolution to clients and intermediaries, upholding Britam’s commitment to customer satisfaction.
8. Other Duties
- Carry out any other responsibilities or tasks that may be assigned from time to time by management in alignment with departmental priorities.
Key Performance Measures
The performance of the Pension Revenue Operations Officer will be measured based on the following indicators as described in the Personal Score Card:
- Accuracy and timeliness of contribution posting and reconciliations.
- Compliance with regulatory requirements.
- Suspense account resolution turnaround time.
- Data accuracy and integrity.
- Quality and timeliness of CRM responses.
- Customer satisfaction and internal stakeholder feedback.
Required Qualifications, Knowledge, and Experience
- A Bachelor’s degree in a business-related field such as Finance, Accounting, Economics, or Insurance.
- Professional certification or progress in insurance-related qualifications such as ACII, LOMA, or AIIK is desirable.
- 2-3 years of relevant work experience in the insurance or pensions industry, with demonstrated experience in pension administration and reconciliation processes.
- Working knowledge of insurance regulatory frameworks and pension industry guidelines.
- Understanding of insurance products and pension fund administration.
- Proficiency in MS Excel and financial software tools used in reconciliation and reporting.
Competency Framework: Leadership and Core Behaviors
Britam places a strong emphasis on values-driven leadership. As part of the Emerging Leaders framework, the ideal candidate should demonstrate the following competencies:
Strategic and Operational Execution
- Plan, direct and apply efficiencies to meet team and departmental targets.
- Translate strategy into operational actions, aligning personal work with organizational impact.
Communication and Teamwork
- Present information clearly and credibly.
- Communicate goals effectively with peers and other departments.
- Show empathy and consult with team members while building strong professional relationships.
Client-Centric Approach
- Ensure seamless service across all client interaction channels.
- Focus on improving client experiences and strengthening trust in the Britam brand.
Change Management
- Proactively embrace and manage change.
- Encourage flexibility and adaptability among colleagues and stakeholders.
People Development
- Coach and mentor junior team members where applicable.
- Foster a high-performance culture through positive leadership and feedback.
Technical and Functional Competencies
- Strong numerical and analytical skills for data reconciliation and financial reporting.
- In-depth understanding of pension regulatory standards and compliance requirements.
- Ability to work under minimal supervision while handling multiple tasks efficiently.
- Detail-oriented approach to data verification, account management, and audit preparation.
- Ability to work collaboratively with cross-functional teams to resolve discrepancies and implement process improvements.
Role Expectations: Emerging Leaders Competency Descriptions
Britam seeks candidates who not only have technical prowess but also demonstrate leadership potential. The successful applicant will exhibit the following behavioral traits:
- Presenting and Communicating Information: Able to express opinions, present arguments effectively, and adapt communication based on the audience.
- Working with People: Builds team cohesion and values collaboration while contributing to collective success.
- Adhering to Principles and Values: Demonstrates ethical behavior, integrity, and commitment to organizational values.
- Analyzing: Applies logical thinking and data analysis to resolve operational challenges and improve efficiency.
- Planning and Organizing: Maintains a structured approach to task management, ensuring timely delivery of objectives.
- Delivering Results and Meeting Customer Expectations: Consistently meets client needs through high-quality service and methodical work processes.
- Deciding and Initiating Action: Takes ownership of duties, initiates improvements, and handles problems independently.
- Leading and Supervising: Provides mentorship and contributes to a learning-oriented work environment.
- Formulating Strategies and Concepts: Understands departmental strategies and integrates them into day-to-day responsibilities.
- Applying Expertise and Technology: Demonstrates the ability to use technology effectively in delivering results.
- Following Instructions and Procedures: Aligns with company policies and complies with safety and legal obligations.
- Adapting and Responding to Change: Displays flexibility, embraces innovation, and encourages a culture of continuous learning.
Why Join Britam?
Britam is a market leader in the insurance and financial services sector, known for its innovation, professionalism, and commitment to client welfare. As an employee, you will benefit from:
- A professional and inclusive work environment.
- Access to learning and development programs.
- Competitive compensation and career progression opportunities.
- The chance to make a tangible impact in the lives of individuals and communities across Kenya and beyond.
If you are ready to take the next step in your career and meet the above criteria, Britam welcomes your application before the closing date on July 31, 2025.
Applications should be submitted via the company’s online job portal.
