Customer Relationship Manager at Octagon Africa

Overall Job Purpose

• Responsible for enhancing stakeholder relationship and promoting customer retention to support the business through business strategies that will foster improved service standards that overall support the achievement of business goals in respect to top line, profitability, market share, client recruitment among others.

Key Responsibilities

Secretarial Services

• Schedule and organize semi-annual committee and Board of Trustees meetings aligned with organizational goals
• Develop meeting agendas and capture accurate minutes for Annual General Meetings and Board sessions, maintaining transparent records and facilitating informed decision-making.
• Ensure stakeholder engagement and collaboration by Coordinating the attendance of relevant service providers, fostering collaboration and maximizing efficiency in decision-making processes.
• Prepare scheme calendars and budgets ahead of each financial year, enabling proactive planning, resource allocation, and stakeholder engagement.

Compliance

• Review and implement good governance policies to ensure adherence to regulatory standards and best practices, overseeing timely responses to regulatory correspondence for transparency and compliance.
• Coordinate trustee elections and nominations, organize Board of Trustees meetings for financial approvals, and prepare comprehensive disclosures for financial statements annually.
• Prepare and distribute sponsor reports quarterly, and conduct member satisfaction surveys tri-annually, presenting results to the Board of Trustees.
• Update the CRM portal with scheme documents and trustee information regularly, ensuring accuracy and compliance with regulatory requirements.

Reporting

• Review administrative and management account reports for accuracy.
• Facilitate communication of industry developments to trustees.
• Deliver presentation of the performance investment management survey
• Provide comprehensive reports to trustees on scheme data completeness, highlighting areas of improvement.

Relationship Management

• Engage with trustees professionally, addressing their needs and concerns to cultivate meaningful relationships.
• Develop and execute a calendar of engagement activities beyond meetings, promoting continuous interaction and rapport with trustees.
• Work with supervisors and finance to develop and gain approval for trustee engagement initiatives.
• Strategize and implement engagement activities for service providers and regulators.

Business Development

• Identify opportunities to introduce and promote complementary products or services to existing clients.
• Develop and implement client retention strategies to build long-term relationships, ensuring client satisfaction and loyalty through proactive engagement and personalized service.

Training

• Participate in the development of the training calendar
• Facilitate training
• Preparation of scheme training calendar for both members and trustees

Risk

• Develop a risk register for the schemes
• Identify and report risks to the risk champion relating to the business

Advisory 

• Preparation of trustee resolutions on discretionary benefits and any other areas.
• Follow-up on expense approval
• Follow up on signing of discharge forms 

Qualifications

• Bachelor’s degree in Actuarial, Economics, Mathematics or a business-related field or a professional qualification in; Marketing, Sales, Public Relations, Management, Pension, Finance and/or other related profession
• At least 5 years’ relevant experience in the pension industry.
• Excellent knowledge in pension schemes industry as well as Actuarial industry
• Marketing skills
• I.T. skills
• Good knowledge of retirement benefits schemes or general investment consulting
• Excellent presentation skill
• Organizational skills
• Good communication skills
• Good interpersonal skills
• Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit
• Mature, credible, and comfortable in dealing with senior company executive
• Reliable, tolerant, and determined.