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Senior Client Retentions Manager
2 weeks ago
We're looking for
An experienced retentions specialist to join our clients operations team, you will be responsible for ideating, designing, implementing, and managing all retention and conservation strategies for the company's funeral insurance book.
Who are you?
- Thorough understanding of the funeral and micro in insurance landscape of South Africa
- Strong written, presentation and analytical skills
- Incredibly detailed oriented
- Strong experience in designing and implementing retention strategies
- A Strong, positive and focused mindset
- Experience analysing data to identify gaps that will then correlate in the enhancement of the retentions strategy
- Strong written and verbal communication skills
- Proactive mindset
What's the role?
You will be responsible for:
- Collaborate with internal teams and external partners to define the key conservation strategies
- Develop, maintain, and analyse the performance of the funeral book
- Identify current gaps in the retentions & conservation areas operational infrastructure
- Provide daily, weekly and monthly reports outlining cancellations, lapses, NTU's, persistency ratios, retention results
- Manage and enhance relationships with relevant external partners
- Design a retentions framework & implement omnichannel strategies in the retentions space
- Proactively identify potential issues within the client base and build resolution plans
- Design appropriate objectives for the retentions team and management Assist this team in achieving these objectives with clearly defined metrics & KPIs
- Manage and refine the retentions strategy to ensure retentions is optimal
- Analyse the data to acquire relevant knowledge of the company clients so as to identify their needs and analyse their behaviour
- Run surveys with the company's client base to determine opportunities and challenges
- You will work closely with the relevant management to enhance client experience
- You will be responsible for complaint management and ensuring the complaints framework is adhered to
- Implement effective communication strategies per retentions bucket
Boxes to tick
- Matric
- Completed RE1 examination advantageous
- Experience with premium collections advantageous
- A minimum of 6+ years of relevant retentions experience within an in an insurance company that focuses on funeral or microinsurance products
- Reside in Gauteng
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