Regional Operations Officer

About the role

The Regional Operations Officer will serve as the primary point of contact for clients across several communication channels, ensuring accurate information delivery and smooth processing of membership and beneficiary claims. This role supports member engagement activities and contributes to the overall quality of service within the assigned region.

Key responsibilities

• Respond promptly and professionally to client inquiries via email, WhatsApp, phone calls, and walk‑in visits.
• Provide accurate information on pension products, membership processes, contributions, and claim‑related concerns.
• Handle and resolve client complaints and escalations within agreed service timelines.
• Conduct first‑line validation and processing of membership and beneficiary claims received from clients.
• Identify opportunities to improve service delivery and enhance client satisfaction in the region.
• Perform any other duties assigned by Management.

Required profile

• Bachelor's degree in Business Administration, Health Administration, Public Health, Insurance, Marketing, or a related field.
• Minimum of one (1) year post‑graduate experience in pensions, financial services, banking, insurance, operations, client service, or a related industry.
• Strong communication and interpersonal abilities.
• Excellent organizational and problem‑solving skills.
• Ability to work independently and manage multiple responsibilities.
• Willingness to travel extensively within the assigned region.

Required skills

• Proficiency in Microsoft Office Suite.