Nazlie Seegers | Chief Experience Officer, Salt Employee Benefits #PIAFRICA

Q1: Technology and member-centric solutions are reshaping Africa’s retirement landscape. How is Salt Employee Benefits adapting to new expectations around digital service delivery? 

At Salt Employee Benefits, we see technology as an enabler of better member outcomes—not an end in itself. 

Across Africa, retirement fund members are incredibly diverse. Some are digitally sophisticated, while many are deskless, rural, or working in low-data environments. So, our response has been to design inclusive digital ecosystems, not just online platforms. 

We’ve adopted a multi-channel approach—mobile-first self-service tools, employer portals, WhatsApp and SMS communication, and physical outreach through mobile vans and walk-in centres—so members can engage with us in ways that suit their reality. 

At the core, we’ve modernised our administration platform to become genuinely member-centric. That means real-time contribution visibility, faster claims and two-pot withdrawals, better data quality, and integrated systems that allow us to track interactions, complaints, and service outcomes holistically. 

Importantly, all of this is aligned to governance and trust. Our digital strategy is embedded in Treating Customers Fairly principles, FSCA Conduct Standards, POPIA, and the incoming COFI framework. Technology strengthens accountability—it doesn’t dilute it. 

Ultimately, for us, digital transformation is about humanising retirement administration at scale—using data, automation, and insight to anticipate needs, improve financial literacy, and deliver a better experience for every member, regardless of where they sit in the African economy. 

Q2: What trends do you see emerging in retirement fund administration, governance, and member engagement? 

We’re seeing three clear trends emerging across retirement fund administration, governance, and member engagement. 

First, there’s a decisive shift from rules-based compliance to outcomes-based governance. Regulators and trustees are no longer satisfied with policies on paper—they expect evidence that funds and administrators are delivering fair outcomes. Frameworks like Conduct Standards 1 and 2, TCF, and the forthcoming COFI regime are driving deeper accountability, clearer ownership of decisions, and far more scrutiny of data quality, complaints handling, and service providers. 

Second, administration is moving from a transactional back office to a strategic, data-led function. Automation and modern platforms are enabling real-time contribution monitoring, faster claims, early identification of employer risk, and more proactive intervention. Administrators are increasingly expected to be partners in risk management, not just processors of instructions. 

Third, member engagement is shifting from one-way communication to continuous, personalised engagement. Members expect timely, simple, and relevant information—delivered through channels they already use, like mobile and messaging platforms. Education is becoming contextual, not generic, linked to life events such as job changes, withdrawals, or retirement decisions. 

The common thread across all these trends is trust. Funds that succeed will be those that combine strong governance, smart use of data, and genuine empathy for member realities—using technology to humanise the system, not distance it. 

Q3: What are you most looking forward to discussing at PI Africa? 

What I am most looking forward to at PI Africa is the quality of the conversation. 

Africa’s retirement and pensions sector is at a pivotal moment. We’re dealing with real pressures—regulatory change, economic volatility, informal employment, and rising member expectations—but we’re also seeing incredible innovation across the continent. 

I’m particularly excited to engage with peers on how we balance governance and innovation—how we can embrace digital tools, data, and automation without losing sight of fiduciary duty, member protection, and trust. That tension is where the most meaningful progress happens. 

I’m also looking forward to sharing practical lessons—what’s working, what hasn’t, and what we’ve learned from initiatives like two-pot implementation, employer compliance monitoring, and inclusive member engagement models across very different member demographics. 

Finally, PI Africa creates a rare opportunity to move beyond jurisdiction-specific thinking and learn from pan-African perspectives. Markets differ, but our challenges are remarkably similar. The insights we gain by learning from each other—administrators, regulators, trustees, and technology partners—are what will ultimately strengthen retirement outcomes across the continent. 

For me, it’s about collaboration, honesty, and building solutions that are fit for Africa’s realities.