Senior Servicing Officer - Life Business at Old Mutual Kenya at Old Mutual Kenya

Senior Servicing Officer - Life Business at Old Mutual Kenya at Old Mutual Kenya | Iko Kazi

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 **

Senior Servicing Officer - Life Business at Old Mutual Kenya