Retentions Manager
1 week ago
Who we are
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business, so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. Role purpose
The role of the Retentions manager will report into Client Solutions: PL Direct: Client Engagement unit. This team is responsible for servicing and retaining existing Direct Personal Lines policyholders by providing an excellent client experience on all interactions. The outcomes will be achieved through understanding the needs and requirements of clients through research and analytics and then devising and executing of strategies to achieve retentions objectives. This job will also focus on the development and management of processes of the retention’s teams.
The primary responsibility of the Retentions Manager is to retain Santam Direct’s clients through effective retention methods and client interactions delivered by the Retention teams. Principal Accountabilities
Client Retentions Strategy
Develop, implement and oversee the Direct client retention strategy, including the creation of retentions frameworks and initiatives
Policy Renewals
Monitor policy renewal rates and develop tactics to optimise and increase renewal percentages through pro-active communication, value added services and enhancing client satisfaction.
Client Communication
Establish effective communication channels with policyholders to address queries, concerns and promoting policy benefits, with the intent to retain existing clients.
Team Management
Lead and manage retentions advisors and Team Leaders. Providing guidance, training, and support to achieve retention goals
Client Feedback
Gather and analyse client feedback to continuously improve the client experience and client satisfaction.
Data Analysis
Utilize data analytics to identify trends, client preferences, and areas of improvement for the retention strategy
- Receive standard reporting from Insights and Analytics team and perform analysis on reporting
Competitor Analysis
Stay informed about industry trends, standards, and competitors retentions strategies to remain competitive.
Reporting
Prepare regular reports and presentations for senior management, highlighting retention performance and suggesting improvements. Knowledge and Experience
Bachelor’s degree in Business, Marketing or related fields
Proven experience in client retentions, ideally in short-term insurance industry
Strong analytical skills with experience in data-driven decision making.
Excellent communication and negotiation skills
Leadership and team management experience.
2-5 years’ experience in a similar role as Retentions Manager. Does not have to be STI Skills
Excel for reporting
Underwriting
Client Experience measurements and management
Guidewire
Technical knowledge of financial services industry and trends
Understanding of competitor retentions strategies Competencies
Strategic thinking & planning
Client-centric mindset
Data analysis and reporting
Team leadership and management
Effective communication and interpersonal skills
Adaptability and problem-solving abilities. Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Turnaround time
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
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