Summary
Date Posted: Friday, July 15, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
About MURBS
Makerere University Retirement Benefits Scheme (MURBS) is a Scheme for Makerere University staff. MURBS was established under irrevocable trusts with effect from 1st April 2009. MURBS was set up by Makerere University for the purpose of providing retirement benefits to employees of Makerere University upon retirement from the University. The Scheme is governed by a Board of Trustees (with a Secretary and Chairperson elected among their number), whose fiduciary mandate is enshrined under the Trust Deed and Scheme Rules. As of 21st June 2021, MURBS is a Mandatory Employer-Based Scheme that is licensed by the Uganda Retirement Benefits Regulatory Authority under License No. RBS.0005.
MURBS currently manages about 3,000 active members and about 2,000 deferred members. The Scheme’s total net assets stand at over Ushs a quarter-trillion. The Management and day-to-day operations of the Scheme are handled by the MURBS Secretariat which is headed by the Principal Pension Officer, as well as external service providers.

Job Title : Pension Officer – Communication and Member Services
Job Grade : MURBS 3
Reports to : Assistant Principal Pension Officer – General Administration
Supervises : None

Main Purpose of the Job
To support the overall internal and external communications strategy of MURBS. Offer full-time communication and customer care services to members regarding retirement matters at MURBS. In particular, act as first contact and channel for MURBS in communicating specialist and high-quality technical information and guidance to members and potential members, as well as respond to inquiries from the public and media. Given the nature of the tasks involved, the staff will provide technical communication support to all levels of MURBS staff.

Duties and Responsibilities
1) Strategy
• Implement the Scheme’s Communication Strategy by developing and administering the Annual Communication Operational Plan, working closely with the Assistant Principal Pension Officer – General Administration.
• Develop and deliver a member engagement strategy annually.
• Ensure all communications to stakeholders are accurate and in compliance with the Scheme Communication Policy and Strategy, and regulatory/statutory requirements.

• 2) Public Relations, Branding, and Media
• Initiate the design and implement the approved annual Public Relations programme.
• Handle publicity and advertising of the Scheme, including;
• drafting and editing Press releases;
• developing and designing promotional materials;
• monitoring the Scheme and industry level Press coverage;
• Maintaining a media database
• establishing and maintaining effective relationships with journalists and handling their inquiries;
• Writing and disseminating publicity material; and,
• coordinating promotional events.
• Promote and uphold a positive reputation/image of MURBS through a consistent brand of the Scheme and facilitate awareness.
• Handle branding of the Scheme and ensure that the brand represents the MURBS Vision, Mission, and Core Values, and is promoted through high-quality standards.
• Maintain records of media coverage on MURBS and the Retirement Benefits Sector, and compile analytics and metrics relating to MURBS.
3) Member Services
• Implement an effective Customer Care function at the Scheme, upholding the Scheme’s service standards and suggesting regular improvements to assure members of a consistent high-quality customer experience.
• Engage directly with members, handle daily queries and concerns at the Scheme, and act upon complaints consistently and efficiently.
• In consultation with the Assistant Principal Pension Officer – General Administration, escalate technical issues to the appropriate Scheme Officers for resolution.
• Compile regular reports on issues registered by members, involving feedback and complaints for review and escalation as necessary.
• Maintain the contact database for the members of the Scheme and other stakeholders.
• Uphold the Scheme’s standard communication channels with members and stakeholders, paying close attention to feedback (and complaints).
• Implement performance metrics that will ensure the tracking and continuous improvement measures and outcomes of MURBS’ service delivery to its members and stakeholders.
• Prepare and Update all MURBS communication tools to members across the various platforms.
• Ensure all communications adhere to the MURBS branding and communication requirements.
• In line with annual targets, organise member education and sensitisation activities to ensure members are conversant with retirement benefits matters.
• Conduct ongoing research into member engagement effectiveness.
• Conduct Customer Satisfaction surveys.
• Carry out member education/training needs assessments.
• Manage all Scheme Member communication platforms (including the Website, Toll-Free line, and Office Walk-in inquiries) and ensure seamless flow of information.
• Develop annual operational strategies to promote uptake of the Scheme’s products and services, such as, Additional Voluntary Contributions, Annuity Retirement Plan, and Income Draw-Down Plan, Post-Retirement Medical Scheme, and Trust Fund (as and when rolled out), and any other new products and services initiated by MURBS.
• As and when directed, collect meaningful data (both internal and external) to improve member services standards or support decision making.
4) Publications
• Undertake a primary role in the compilation, design, and printing of the Scheme’s annual reports and branded materials.
• Compile and Update the Scheme’s Member Booklet.
• Prepare MURBS Newsletters and Circulars to Members.
• 5) Website and Social-Media
• Generate and maintain up-to-date high-quality content for the Scheme’s Website.
• Administer the Scheme’s Social Media Platforms (Twitter, YouTube, Facebook, WhatsApp, etc.).
Job Specifications
1. Minimum Qualification
Bachelors’ Degree in English/Literature, Communication, Journalism, or related field. Professional Certificate in Public Relations or Customer Service is desired.
2. Experience
At least three years of field experience in communication and client-centric roles in a reputable organization. Experience in pension communications will be added advantage.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
Submit your application letter, signed curriculum vitae (with names and addresses of at least two referees), and copies of relevant academic/professional certificates to the address below;
Attention: Principal Pension Officer
Makerere University Retirement Benefits Scheme
P.O. Box 7827, Kampala
Lincoln Flats B4, Makerere University
Email: info@murbs.mak.ac.ug
Deadline: 02:00 p.m. on 29th July 2022.
Only shortlisted candidates shall be contacted.

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