Officer – Premium Administration

Jubilee Insurance is an insurance company founded in 1937, located in Nairobi, KENYA.

The role ensures the integrity of premium data, supports operational excellence through process optimization and data-driven insights, maintains compliance with regulatory and internal governance requirements and delivers exceptional service to both internal and external stakeholders.

1. Process premium receipts, contributions, transfers, refunds, reinstatements, policy amendments, and other premium-related transactions accurately and within agreed turnaround times.
2. Ensure timely and accurate allocation of premiums to the appropriate policies and investment funds.
3. Monitor premium collections and follow up on outstanding premiums, arrears, and unpaid contributions.
4. Coordinate with New Business, Customer Experience, Claims Teams and Ordinary Life Distribution teams to ensure accurate premium schedules and policy updates.
5. Manage Direct Debit Authority (DDA) mandates, ensuring timely submission to banks and accurate maintenance of DDA records.
6. Manage Salary Deduction Advices mandates, handle the allocation of receipted funds from the various schemes.
7. Support policy servicing activities relating to premium administration while maintaining high standards of customer satisfaction.
8. Perform daily reconciliation of premium collections against bank statements, treasury records and policy administration systems.
9. Investigate and resolve unmatched, unallocated or suspense premiums within agreed timelines.
10. Liaise with Finance, banks, agents, brokers and clients to resolve payment discrepancies.
11. Ensure financial transactions comply with internal controls, accounting standards, and reconciliation procedures.
12. Support month-end, quarter-end and year-end financial reconciliation activities.
13. Respond to customer, intermediary and internal stakeholder enquiries within established service level agreements.
14. Provide accurate information regarding premium payments, outstanding balances, policy status and payment options.
15. Build and maintain effective relationships with policyholders, intermediaries, Finance, Underwriting, Customer Experience and other internal stakeholders.
16. Escalate complex customer issues appropriately while ensuring timely resolution.
17. Share regular reports on mandates and deduction orders launched, and transaction success.
18. Identify opportunities to improve premium administration processes, turnaround times, and service delivery.
19. Participate in automation initiatives and digital transformation projects aimed at enhancing operational efficiency.
20. Recommend and implement process improvements that reduce operational risk and manual intervention.
21. Maintain compliance with established operational procedures, internal controls, and quality standards.
22. Contribute to departmental initiatives that improve productivity and customer experience.
23. Analyse premium collection trends, payment patterns, arrears, lapses, and operational performance to identify risks and opportunities.
24. Prepare accurate daily, weekly, monthly, and ad hoc operational reports for management.
25. Monitor departmental KPIs, SLAs and operational metrics, providing insights to support decision-making.
26. Ensure the accuracy, completeness, and integrity of premium administration data.
27. Identify data anomalies and recommend corrective actions.
28. Support business planning, audits, regulatory reporting and management reporting through accurate data analysis.
29. Develop dashboards and performance reports that provide actionable operational insights.
30. Ensure compliance with all applicable insurance regulations, internal policies, operational procedures, and statutory requirements.
31. Adhere to Anti-Money Laundering (AML), Data Privacy, and Know Your Customer (KYC) requirements where applicable.
32. Identify operational risks relating to premium administration and recommend appropriate mitigation measures.
33. Support internal and external audits by providing accurate documentation and implementing agreed audit recommendations.
34. Maintain confidentiality and integrity of customer and company information.
35. Take on leadership roles as and when requested by management
36. Cross-Functional Collaboration: Actively participate in cross-functional project teams to drive collaboration, innovation, and accountability across departments and the Group.
37. Employee Collaboration Index: Participate in a minimum of 2 company projects per year with an 80% success rate and engage in at least 1 Group-wide project per year.
38. Skills and Competency Development Index: 100% compliance with your training plan annually to support personal and professional growth, ensuring alignment with career paths and future challenges.
39. Cultural Alignment Index (CAI): Attain the Company’s CAI target score by embedding Jubilee’s values (e.g., innovation, teamwork, excellence) into project execution and team dynamics.
40. Conflict Resolution: Address interpersonal or project-related conflicts constructively, maintaining team morale and focus on shared goals.
41. Resource Advocacy: Communicate needs (e.g., tools, training, support) to supervisors to ensure personal and team success.

1. Attention to Detail. Ability to work with a high degree of accuracy and precision when processing premium transactions, performing reconciliations and maintaining policy and financial records.
2. Analytical Thinking. Strong analytical skills to interpret premium administration data, identify trends and discrepancies, generate meaningful insights and support informed decision-making.
3. Customer Focus. Commitment to delivering exceptional service by understanding customer and stakeholder needs, responding promptly to enquiries, and providing accurate and timely solutions.
4. Communication. Effective verbal and written communication skills to engage with internal and external stakeholders, explain premium-related processes, resolve queries, and foster collaborative working relationships.
5. Problem-Solving. Ability to identify operational and premium-related issues, conduct root cause analysis, exercise sound judgment and implement practical solutions within established policies and procedures.
6. Planning and Time Management. Excellent organizational skills with the ability to prioritize multiple tasks, manage competing deadlines and consistently meet agreed turnaround times and service level agreements.
7. Collaboration. Ability to work effectively with cross-functional teams, build positive working relationships and contribute towards achieving departmental and organizational objectives.
8. Continuous Improvement. Proactive approach to identifying opportunities for process enhancement, supporting automation initiatives and driving operational efficiencies.
9. Accountability. Demonstrates ownership of assigned responsibilities, delivers quality outputs, adheres to internal controls and upholds high standards of integrity and professionalism.
10. Adaptability. Ability to adjust to changing business priorities, regulatory requirements, new technologies and evolving operational processes while maintaining performance and service quality.
11. Knowledge of actuarial modelling tools (e.g., Prophet or equivalent) -Advantage
12. Advanced Microsoft Excel skills (including modelling, data analysis, and automation)
13. Strong data analysis and statistical interpretation capability
14. Knowledge of life insurance pricing methodologies and product structures
15. Familiarity with IFRS 17 reporting frameworks and financial reporting concepts
16. Risk assessment, sensitivity analysis, and scenario modelling skills
17. Basic understanding of reinsurance structures and analysis
18. Knowledge of regulatory and solvency requirements within the insurance industry
19. Exposure to data analytics tools/programming (e.g., R, Python, SQL) is an added advantage
20. Bachelor’s degree in Insurance, Finance, Business or any other related course
21. Diploma in Insurance, LOMA, CII, IIK or equivalent professional qualification will be an added advantage.
22. Minimum 1-2 years’ experience in a similar role.
23. Demonstrated experience in premium processing, premium allocation, policy servicing and financial reconciliations.
24. Proven experience in analysing operational data, preparing management reports and monitoring key performance indicators (KPIs).
25. Experience in managing customer and intermediary enquiries while consistently meeting established service level agreements (SLAs).
26. Experience participating in process improvement, automation, or digital transformation initiatives will be an added advantage.