Branch Administrator

Jubilee Group, established in August 1937, was the first locally incorporated Insurance Company based in Mombasa. It has grown to become the largest Composite insurer in East Africa, handling Life, Pensions, Asset Management, and Medical Insurance, serving over 1.9 million clients across Kenya, Uganda, Tanzania, and Burundi.

The Branch Administrator at Jubilee Life Insurance Limited is responsible for providing comprehensive operational and administrative support to the agency sales force, intermediaries, and customers. This position ensures efficient end-to-end business processing and service delivery, encompassing new business acquisition, policy administration, underwriting coordination, customer onboarding, KYC management, policy servicing, and persistency initiatives. The role acts as a crucial liaison between agents, intermediaries, customers, and internal support functions, ensuring timely resolution of queries, accurate maintenance of customer records, compliance with regulatory requirements, and proactive follow-up on outstanding business. This contribution is vital for enhancing advisor productivity, intermediary satisfaction, customer experience, policy retention, business growth, and overall sales performance within the agency distribution channel.

1. Serve as the primary point of contact for walk-in customers and agents, providing timely and professional assistance.
2. Provide accurate information on insurance products, policies, premiums, claims, benefits, and pension services.
3. Resolve customer and agent inquiries and complaints within agreed turnaround times, escalating complex cases where necessary.
4. Investigate service issues, follow up on outstanding requests, and support service recovery initiatives.
5. Maintain a professional, clean, and welcoming branch service environment.
6. Identify opportunities to improve customer satisfaction, service delivery, and operational efficiency.
7. Process policy-related transactions, including endorsements, renewals, reinstatements, and cancellations, in accordance with established procedures.
8. Receive, verify, and submit new business applications and support documentation, following up on outstanding requirements and pending underwriting decisions.
9. Support pension servicing and administration by coordinating documentation, responding to member inquiries, and following up on outstanding transactions.
10. Collect, verify, update, and maintain customer identification documents and KYC records in compliance with regulatory and internal requirements.
11. Monitor missing or incomplete KYC documentation and coordinate follow-ups with customers and agents.
12. Monitor lapsed policies, premium arrears, and renewal requirements, collaborating with agents and customers to facilitate policy revival and improve persistency.
13. Maintain accurate customer, policy, and pension records in the relevant systems, ensuring proper documentation, confidentiality, and data integrity.
14. Generate and issue policy statements, renewal notices, lapse notices, and arrears notifications.
15. Maintain regular communication with customers and agents through calls, emails, and physical interactions.
16. Communicate policy changes, premium adjustments, and service updates clearly and professionally.
17. Educate customers on product features, benefits, and procedures, promoting self-service and digital platforms where applicable.
18. Build strong relationships with customers and agents to enhance loyalty and retention.
19. Prepare periodic reports on customer inquiries, complaints, outstanding service requests, underwriting applications, pension servicing, KYC compliance, and policy persistency.
20. Monitor pending transactions, turnaround times, lapsed policies, and follow-up outcomes to identify service gaps.
21. Analyze customer and operational data to identify trends, recurring issues, and opportunities for improvement.
22. Document and escalate operational challenges, service delays, and compliance exceptions to relevant teams.
23. Recommend and support process improvements aimed at enhancing service delivery, data accuracy, and operational efficiency.
24. Identify cross-selling and up-selling opportunities and refer potential leads to the relevant sales and relationship management teams.
25. Support branch marketing activities, customer activation initiatives, and business development campaigns.
26. Collaborate with agents to strengthen customer engagement, improve retention, and support portfolio growth.
27. Promote Jubilee Group products and services in line with approved product information and communication guidelines.
28. Contribute to branch business objectives through effective customer service, policy retention, and timely resolution of customer needs.
29. Apply established underwriting guidelines, policy administration procedures, and internal controls when processing customer applications and requests.
30. Ensure compliance with Insurance Regulatory Authority (IRA) requirements, applicable Kenyan laws, pension-related regulatory requirements, and company policies.
31. Adhere to KYC, customer due diligence, anti-fraud, anti-money laundering, and data protection requirements applicable to the role.
32. Maintain complete, accurate, and audit-ready customer, policy, pension, and KYC records.
33. Identify and promptly report operational, regulatory, and compliance risks to the appropriate teams.
34. Support internal and external audits, compliance reviews, and implementation of risk mitigation measures.
35. Ensure customer information is handled confidentially and shared only through authorized channels.
36. Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability.
37. Comply with annual training plans to support personal and professional growth.
38. Attain the Company’s Cultural Alignment Index target score by embedding Jubilee’s values into project execution and team dynamics.
39. Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
40. Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success.

1. Bachelor’s degree in Insurance, Finance, Business, or any other related course.
2. A Diploma in Insurance is an added advantage.
3. Minimum of 1-2 years’ experience in customer service, insurance operations, policy administration, or a related role.
4. Experience handling customer inquiries, complaints, and policy servicing transactions.
5. Exposure to underwriting support, pension administration, KYC management, or policy retention processes will be an added advantage.
6. Experience working with insurance systems, customer databases, and operational reporting tools will be beneficial.
7. Demonstrates a strong commitment to customer satisfaction and timely service delivery.
8. Communicates clearly and professionally with customers, agents, and colleagues.
9. Identifies service challenges and implements appropriate solutions within established procedures.
10. Maintains accurate records and verifies documentation to minimize errors and compliance gaps.
11. Works effectively with agents and internal departments to resolve customer and operational issues.
12. Prioritizes customer requests, monitors outstanding transactions, and meets agreed turnaround times.
13. Interprets operational reports and identifies trends affecting service delivery and policy persistency.
14. Handles customer information responsibly and adheres to ethical and regulatory requirements.
15. Responds effectively to changing customer needs, operational demands, and business priorities.
16. Proactively follows up on pending requests, identifies retention opportunities, and takes ownership of assigned responsibilities.