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Market Conduct Officer


This is a Full-time position in Kenya posted 06/12/2017.

Ref No: RCT0033

The Retirement Benefits Authority is a public sector organization tasked with the role of regulating the retirement benefits schemes in Kenya. The Authority is seeking qualified and experienced talent to join its dynamic management team in various positions.


  • Bachelor’s degree in Finance, Actuarial Sciences, Economics, Law or Social Security;
  • Relevant Diploma/Certification;
  • Proficiency in Computer applications
  • Work experience in a related field, minimum 3 years
  • Demonstrated merit and ability as reflected in work performance and results
  • Fulfill the requirements of Chapter 6 of the Constitution


KRA 1: Dispute Management

  • Implement and evaluate an effective complaint handling business process with clearly defined stages of investigation responsibilities to ensure timely dispute resolutions and confidence in retirement benefits sector
  • Implement work plans and activities in the complaint handling process
  • Carryout regular reviews of complaints received to identify systemic and recurring problems for consideration by the Department
  • Assist in the settlement and arbitration of disputes

KRA 2: Public Complaints and Inquiries

  • Implement the public complaints business process as developed by the Manager, Market Conduct
  • Effectively implement public inquiries business process to ensure timely responses to the public in accordance with the service charter
  • Assist in complaints classification & analysis
  • Prepare regular reports on public complaints and inquiries for consideration by management and the Department.

KRA 3: Information Management

  • Monitoring the outcome of the Dispute resolutions and complaints management processes and assist in the preparation of regular Reports to the Manager, Market Conduct and Management in the agreed format.
  • Preparation of quarterly returns showing trends, preventive measures of complaints process
  • Prepare activity and periodic reports on implementation of the Department’s Corporate Objectives as they relate to Consumer Protection
  • Ensure privacy & confidentiality for all parties involved in complaint handling process

KRA 4: Audit, Risk Management & ISO Compliance

  • Monitoring the Department’s Risk Management indicators related to Dispute Resolution and Complaints Management and taking agreed action to mitigate the risks as directed by the Manager, Market Conduct.
  • Review Operation’s SOPs and update them accordingly to enhance service delivery and to ensure compliance with ISO requirements.
  • Handling Internal Audit and External Audit enquiries and implementing recommendations as directed by the Chief Manager, Market Conduct

KRA 5: Technical Assistance to other Departments

  • Assist other Departments particularly the Supervision Department in development of practice notes and enforcement manuals as relates to Dispute Resolution and Complaints Management.
  • Assistance the Consumer Education Unit in sensitization of members and other stakeholders particularly on Dispute Management and Complaints Management.
  • Assist in recommending appropriate amendments to pension legislation and statutory instruments
  • Assist in liaison with other Government Agencies including CAJ, PCSC, NSSF, ARBS & AKI in the handling and reporting on Dispute Resolution and Complaints Management

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