Open Roles 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)

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Job Description

• Enforce underwriting controls including on-boarding, certificates, booking of business, and documentation.
• Implement underwriting guidelines, process, and procedure to ensure quality underwriting and business.
• Ensure profitability of the department through quality control and onboarding
• Quality documentation timely turn around - TAT
• Excellent customer service and support for retention

KEY RESPONSIBILITIES

• Enforce underwriting controls.
• Ensure compliance with underwriting guidelines and Standard Operating Procedures.
• Ensure clean and accurate data capture.
• Timely preparation of quotations and follow up.
• Debiting of premiums and processing of policy documents within set timelines
• Processing and checking of underwriting Documents.
• Issuing & signing of Motor Certificates and Yellow cards.
• Review and dispatch of notices and documents.
• Ensure that work is done within the set standards of service and TAT.
• Prepare relevant reports for management and departmental consumption.
• Give quality customer service to all clients.
• Safe keeping of security documents.
• Daily scanning and indexing of mails.
• Initiating motor valuation and follow up.
• Adherence to the credit control policy.
• Follow up renewals and ensure maximum retention of profitable accounts.
• Timely processing refunds and follow up.
• 100% Adherence to the authority matrix.
• Ensure registry is fully maintained, orderly and up to date.
• Ensure compliance of AML and PEP guidelines
• Ensure cross sale and up sale opportunities are maximized.
• Perform any other duties as may be required by the management.

SKILLS AND COMPETENCIES

• Basic Underwriting skills and product knowledge
• Customer service skills
• Good Communication Skills
• Computer Literate

QUALIFICATIONS (Academic, Professional, Experience)

Qualifications:

• Degree preferably in insurance

Experience:

• 1 year and above