Trust Manager at Britam

Job Purpose:

• The job holder will be responsible for management of the trust business operations.
• Overall oversight of the trust business and ensuring retention.
• Overseeing the activities relating to claims settlement as well as ensuring effective and efficient processing and settlement of claims so as to meet customer and company corporate objectives.

Key responsibilities:

• Lead on strategic planning and to develop a strategic plan, long-term vision for Britam Trust.
• Manage the trust administration process as well as clients’ relationship management.
• Design and implement operational system to streamline operations and maximize revenue and shareholder interest.
• Provide full spectrum of trusts setup including incorporation and review of trust documents, etc.
• Provide input to strategic decisions that affect the functional area of responsibility.
• Drafting and reviewing trust deeds and various related trust documents.
• To make recommendations to the Management Board for the improved and ongoing Governance of the Trust.
• Participate and contribute to ongoing development of Trust department structures, processes and controls.
• Assist in setting up trust or entity structures for new clients, working closely with Business Development resources and onboarding team to convert new opportunities.
• Undertake marketing meetings with potential clients and intermediaries.
• Develop new intermediary relationships and nurture existing relationships to ensure continued inflow of requests for proposals.
• Track all meetings and intermediary dealings in Salesforce.
• Responsible for new lead sales opportunities generation.
• Contribute to the development of the business and its profitability both by maximizing revenue from existing Britam clients and seeking to win new business/clients.
• Identifying any legal, investment or tax issues in relation to trusts. 
• Maintenance of files and records at trusts’, including safe keeping of original documents and retained mails, where applicable.
• Ensure compliance with all statutory requirements for the Trust Fund.
• Act as point of contact for clients, liaise with clients on the administration of trust and to attend to client queries, coordinate trust account activities, carry out trust functions.
• Ensuring customer complaints and other enquiries are handled speedily and effectively to ensure customer satisfaction in line within set SLAs.
• Give input into developing the budget.
• Provide effective leadership, direction and staff supervision 
• Ensuring timely generation of all relevant reports on all entity activities from time to time and effectively communicating the same to the respective manager(s).
• Recommend and submit new business proposals for management approval.
• Own and agree corrective action items with the Internal Audit and Risk Management for items related to the Trust. 
• Review and sign-off of accounts, board papers, management reports and other team deliverables.
• Liaising with investment managers concerning performance, valuations, statements and advices.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures:

• Revenue generation and business growth.
• Customer retention through high customer satisfaction with customer-facing operations.
• Decrease in operational costs.
• System improvement and automation of routine tasks.

Knowledge, experience and qualifications required

• Degree in Business Administration, Law, Accounting or related disciplines with professional qualification in Society of Trust and Estate Practitioners (STEP).
• Professional qualification in related studies. 
• 7- 10 years’ experience in insurance, bank or professional services provider; 3-4 of which should be in a managerial capacity.
• Extensive network in legal, taxation and trust area.
• Self-motivated, attention to details and customer service orientated.
• Good relationship management, communication, interpersonal and analytical skills.
• Significant experience in stakeholder management and working with various teams to ensure segment strategies are achieved. 
• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.