Business Retention Administrator

About the role

ZB Life Assurance Limited is seeking a dynamic, customer‑focused Business Retention Administrator to manage the full lifecycle of life insurance and pension policies. You will play a key role in preserving client relationships, ensuring regulatory compliance, and supporting business growth.

Key responsibilities

• Oversee end‑to‑end customer journeys, including policy onboarding, renewals, alterations, reinstatements, and surrenders.
• Monitor persistency, identify at‑risk policyholders, and implement proactive retention initiatives.
• Maintain relationships with employer group scheme sponsors and brokers, meeting agreed service standards.
• Coordinate annual renewals for Group Life and Credit Life schemes in partnership with Actuarial and Underwriting teams.
• Identify up‑selling and cross‑selling opportunities to grow existing business.
• Support product enhancement to ensure competitiveness and compliance.
• Prepare statutory reports, management and regulatory reports, and ensure adherence to Treating Customers Fairly (TCF) principles.
• Facilitate Pension Fund Board of Trustees meetings and distribute benefit statements and policy valuations.
• Collaborate with Sales, Underwriting, Claims, Actuarial, and Finance teams to deliver exceptional outcomes.

Required profile

• Bachelor’s degree in Insurance & Risk Management, Commerce, or a related field.
• Minimum 4 years of experience in Life Insurance and Pensions operations/administration.
• Strong knowledge of insurance, pension, provident, and group life fund legislation and industry practices.
• Excellent analytical, problem‑solving, and record‑management abilities with high attention to detail.
• Outstanding communication and interpersonal skills with a customer‑centric mindset.
• Ability to work independently, manage competing priorities, and deliver results under pressure.

Required skills