Senior Servicing Officer - Life Business at Old Mutual Kenya

Job Description

• The Senior Servicing Officer plays a key role in overseeing complex scheme servicing operations within the Group Life and Credit Life portfolio. This role ensures that all policy endorsements, member updates, and servicing transactions are executed accurately and in line with regulatory and operational standards. The position also supports quality assurance, mentorship of junior servicing officers, and client engagement to maintain high service standards.

KEY TASKS AND RESPONSIBILITIES

• Review and approve complex scheme endorsements, benefit changes, and member movements to ensure accuracy and compliance
• Validate policy documentation such as schedules, member certificates, and debit notes prior to dispatching to clients
• Reconcile scheme data with submitted schedules and premium remittances and escalate discrepancies for resolution
• Provide technical support and training to junior officers to ensure consistency and quality of output
• Coordinate with underwriting, claims, retention, and reinsurance teams on scheme-specific requirements and exceptions
• Respond to routine or escalated client and broker servicing queries with appropriate resolution and follow-up
• Participate in servicing reviews and audits, ensuring audit readiness and documentation accuracy
• Generate periodic reports on SLA adherence, scheme performance, and pending servicing tasks
• Ensure all operational servicing activities comply with Anti-Money Laundering (AML) regulations, the Data Protection Act (DPA), and the Insurance Act and Insurance Regulatory Authority (IRA) guidelines
• Escalate any irregularities related to client data in line with compliance protocols

SKILLS AND COMPETENCIES

• Excellent understanding of life insurance operations and administration workflows
• Strong leadership and quality assurance skills
• High attention to detail and data accuracy
• Effective communication and stakeholder management abilities
• Ability to analyse service trends and recommend improvements
• Proficiency in using policy administration systems and Excel

KNOWLEDGE & EXPERIENCE

• 3–4 years’ experience in group life administration or corporate servicing

QUALIFICATIONS

• Bachelor’s degree in Commerce (BCOM),  or a business-related field
• Professional insurance qualification (e.g., AIIK, ACII, LOMA)