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
• ...
  
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