VACANCY ANNOUNCEMENT
POSITION TITLE: HEAD_MEMBER SERVICES
REPORTS TO: PRINCIPAL OFFICER/CHIEF EXECUTIVE OFFICER
The Public Officers’ Defined Contribution Pension Fund (PODCPF) invites applications from suitably qualified and experienced candidates for the position of Head, Member Services.
This senior leadership role is responsible for driving excellence in provision of pension benefits services to Members. The position oversees member account administration, benefits processing, claims management, and member engagement. The incumbent will champion service quality, operational efficiency, regulatory compliance, and member-centric culture to safeguard trust in the Fund and enhance the overall member experience.
Key Duties and Responsibilities
- Strategic Leadership and Management
• Provide strategic leadership in delivering high-quality, efficient, and customer-focused pension administration services that comply with relevant legislation and regulations.
• Lead, mentor, and develop the Member Services team, fostering a culture of accountability and professional etiquette.
• Establish frameworks and programs that enhance meaningful member engagements.
• Promote a member-centric culture across all contact channels.
• Manage relationships with key partners, such as Fund Actuaries, Benefits Administrator and Risk Underwriter. - Pension Benefits Administration
• Oversee timely and accurate processing of contributions, withdrawals, transfers, retirement, disability and death benefit claims.
• Establish and enforce protocols ensuring compliance with the Fund rules, pension legislation and internal benefits administration policies.
• Lead the development of processes meant to maintain up-to-date member records, accurate Fund information and improved data integrity.
• Oversee investigations with affected families and assess the fairness of apportionment of the death benefits, in line with relevant legislation and policies.
• Manage the provision of accurate benefit payments to members and/or beneficiaries - Member Engagement and Communication
• Develop member education and communication materials that are relevant, accurate, and user-friendly to enhance member experience and satisfaction across diverse communication channels, including leveraging technology and automation where possible.
• Strengthen relationships with payroll officers and government ministries to ensure seamless contribution remittances and data flow.
• Serve as a key liaison between the Fund and Members on benefits-related matters, acting as a primary point of contact for complex member inquiries and appeals.
• Oversee the management of inquiries, complaints, feedback mechanisms and service recovery processes.
• Support ICT Team in enhancing pension administration systems, member portals and mobile engagement tools.
Key Competencies Required
Technical Competencies
• Customer Care & service excellence
• Project management
• Business processes analysis
• Monitoring, evaluation and reporting
• Proficiency in Microsoft Office Suite
• Writing and presentation abilities
Leadership / Management Competencies
• Planning at senior management and Board level
• Coaching, mentoring and team development
• Emotional Intelligence
• Conflict management
• Commitment to operational excellence
• Ability to delegate
Qualifications
Essential: Master’s degree in Business Administration/ Finance/ Actuarial Science/ Economics or related Fields.
Added Advantage: Professional certification in Governance, customer service, project management or related disciplines
Experience
• Minimum seven (7) years’ work experience, at least five (5) of which are at managerial level.
• Proven track record in service delivery management, stakeholder engagement, and development/implementation of member education programs.
• Experience with Customer Relationship Management system and digital service platforms.
• Experience in pension fund or retirement benefits administration will be an added advantage.
How to Apply
Interested candidates should submit their applications, that include a cover letter, detailed Curriculum Vitae, and certified copies of academic qualifications to:
[email protected]
Application Deadline: 29 December 2025 at 17:00
Only shortlisted candidates will be contacted.