Retentions Manager

• Responsible for creating, implementing, and analysing retention campaigns across all channels and at all stages of the customer lifecycle to retain customers and maximise customer lifetime value.

Key Performance Areas:

• Contribute to the development of new business with either existing or new clients
• Provide Monthly statistics to the GM: Life Operations (cancellations, lapse ratios, persistency ratios, etc.).
• Coordinate teams of Client Service Advisors (where applicable) to ensure client service standards are met
• Acts as a support to Sales and distribution and Partnership departments on the more complex accounts
• Enhance relationships with current and prospective clients by leveraging the credibility gained through knowledge and performance of client’s business environments and requirements
• Proactively identify and manage potential problems/escalations within client base with appropriate resolution plans.
• Management of direct and indirect reports
• Set clearly defined objectives for each team member, lead and assist them in achieving these objectives; employ, retain, develop, integrate, motivate, remunerate and assign people to appropriate tasks, conduct performance management and ensure teamwork
• Responsible for the development and implementation of a retention’s strategy
• Ensure alignment of Group strategy and fulfilment of the business unit’s tasks, while ensuring maximum productivity and efficiency
• Speak to clients regarding issues that are brought to the Ombudsman’s office
• Act as the link between other departments, and Retentions and continuously liaise with internal stakeholders to ensure alignment and support to enable delivering of solutions and manage risk
• Seek and continuously develop knowledge of our client business to build an understanding of their needs
• Be a trusted advisor to all clients through consultative engagements and adding value throughout the supply chain
• Schedule monthly meetings with existing client base, reporting on SLA’s, challenges, successes, threats, opportunities
• Responsible for maintaining and improving client satisfaction, retention, revenue and profitability
• Responsible for compliant dealings with clients
• Carry out the performance management (KPI) process to rate each employee’s performance and providing feedback to employees of their strengths and development areas on a monthly basis
• Ensure that new consultants joining the team are trained and refreshed on products, scripts, and systems as and when needed
• Coach and guide bottom performers when the need arises
• Reactivate valuable inactive accounts
• Implement automated, multichannel CRM flows across all customer lifecycle stages
• Create effective communication (email, SMS, push etc) using industry best practice
• Analyse and optimise all campaigns on an ongoing basis
• Manage execution of email, push and SMS campaigns
• Responsible for setting up customer communication via various channels and analysing results
• Performing audits of retention calls when needed
• Assist with and resolving all QA issues.
• Analysing customer behaviour
• Analyse different retention and churn flows and providing suggestions to improve the performance
• Provide Monthly statistics to the GM: Life Operations (cancellations, lapse ratios, persistency ratios, etc.).
• Guide and assist team members with live Retentions calls, keeping in mind the needs due to product and language specifications
• Responsible for planning work rosters and being staffed correctly
• Accountable for staff absenteeism and general adherence to the company’s Code of Conduct.
• Identify and prioritise accounts that show early value
• Retain valuable active accounts in order to maximise customer lifetime value

Minimum Requirements:

• A relevant 3 - year Degree or National Diploma essential
• RE1 (RE5 advantageous)
• A minimum of 10 years relevant experience essential in Retentions/ Collections/Sales within an insurance company inclusive of 5-6 years management/leadership experience
• Experience developing and implementing Policy Retentions Strategies
• Experience with Collections/Billing
• Sound knowledge of Legal and regulatory standards and practices
• Experience implementing and enforcing Service Level Agreements
• Staff Management and Leadership experience
• Reporting Stakeholder feedback and engagement
• Ability to analyse complex situations and work cross-functionally towards a solution
• Ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently
• Strong organizational skills and very detail oriented, with experience developing and maintaining best practices
• Experience working with enterprise customers, with the ability to diffuse complex customer challenges
• Excellent written and verbal communications skills
• Ability to gather customer requirements and issues.