Manager: Business Retention and Digital Platforms

7 days ago

Menlyn Park, South Africa Assupol Life Ltd. Full time

**1. VOLUNTARY EXITS (Policy Cancellations)**

Monitor and analyse voluntary policy cancellations.

Develop strategies to minimize cancellations and retain existing policyholders according to set targets

Continuously monitor and analyse patterns in voluntary policy cancellations to identify trends and root causes, utilizing data to gain insights into client behaviour.

Formulate and implement effective strategies aimed at reducing cancellation rates and retaining existing policyholders, aligning these initiatives with established targets.

**2.**EXTERNAL REPLACEMENTS (RPARs)**:
Proactively oversee that the team reach out to clients within the agreed departmental SLA, to understand their reasons for replacing Assupol policies, ensuring thorough communication to identify underlying issues or concerns.

Develop and execute tailored retention strategies aligned to departmental strategic plan, to address client needs and preferences, aiming to retain clients by offering competitive solutions, personalized support, and enhanced policy benefits when they consider replacing their policies.

**3. PERSAL BOOK (Resignations & Retirements)**

Manage policy amendments, including amendments to bank details, for clients resigning or retiring from Persal, ensuring a smooth transition and continued policy coverage.

Collaborate with the IT department and telephony service provider to automate the integration of these leads into the retention department's processes, enhancing efficiency and accuracy.

Ensure that the department promptly establish contact with Persal clients within the agreed Service Level Agreement (SLA), as outlined in the departmental strategic plan, to update debit order details and maintain seamless service continuity.

**4.** **DEBIT ORDER COLLECTIONS (Unpaid)**

Oversee the collections process for unpaid premiums via debit orders, ensuring timely and effective follow-up on missed payments to maintain policy integrity and client trust.
Work closely with the IT department and Telephony service provider to automate the integration of unpaid premium leads and reports into the retention department's processes.
Proactively ensure that the department reach out to clients within the agreed SLA as per departmental strategic plan.

**3. DEBICHECK REJECTIONS (Non-Payment)**

Oversee and ensure that the department address policy issues stemming from DebiCheck rejections, identifying the reasons for non-payment and resolving any related concerns promptly.

Implement corrective actions to prevent future DebiCheck rejections, including reviewing and adjusting processes, enhancing client communication, and ensuring accurate data entry.

Proactively ensure that the department reach out to affected clients within the agreed Service Level Agreement (SLA), as specified in the departmental strategic plan, to provide support, rectify issues, and update payment details as necessary.

**4. REFUNDS**

Manage policy refunds promptly and accurately as per agreed SLA.
Maintain clear records of refund transactions

**5. Ad hoc tasks**
Assist with ad hoc tasks assigned by management, such as reviewing the departmental strategic plan.

**6.Quality Control**
Ensures:
Continuous call monitoring by the Quality team: Ongoing monitoring of client interactions.
Evaluation of Retention Agents through Quality Scoring: Regular assessment of retention agents.
Periodic Performance Reporting: Generation of comprehensive performance reports.
Coaching and Mentoring Interventions: Implementation of corrective and improvement measures.

**7. Training**

Ensure regular training as per the approved Business Retention strategic plan and/or as directed by management.

**8. Management of the Telephony and CRM system**

Telephony Systems: Evaluate and enhance telephony systems to ensure performance alignment with the strategic plan. Collaborate with IT and external vendors to implement upgrades and improvements.
Dialler Management: Oversee the performance and functionality of the dialler system. Develop strategies to optimize dialler efficiency and effectiveness. Ensure the dialler system supports business retention objectives.
CRM system: Align the CRM system with the department’s strategic plan. Ensure it supports business retention and client service objectives. Collaborate with IT and external vendors to implement necessary upgrades and improvements.
CRM Productivity SLA: Develop and monitor productivity Service Level Agreements (SLAs) to ensure they align with the department’s strategic goals.

**9. Digital Platforms Management**

Assupol Client Portal: Oversee the functionality and user experience of the client portal. Collaborate with IT and development teams to enhance features. Provide associated reports on portal usage and performance.
Assupol Mobile App: Manage the mobile app, ensuring it aligns with business goals. Enhance app features based on user feedback and industry trends. Monitor app performance and user engagement. Handle escalat

  • Manager: Business Retention and Digital Platforms

    1 week ago

    Menlyn Park, South Africa Assupol Full time

    Description **1. VOLUNTARY EXITS (Policy Cancellations)** Monitor and analyse voluntary policy cancellations. Develop strategies to minimize cancellations and retain existing policyholders according to set targets Continuously monitor and analyse patterns in voluntary policy cancellations to identify trends and root causes, utilizing data to gain...

  • Manager: Leads Management, Digital and Events

    4 weeks ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    Responsible for the overall strategy for direct business which includes design and oversee and alignment of the growth strategy, efficiency strategy, quality and retention strategy as well as diversification strategy for the direct business ensuring VNB targets are met as set by the board. 1. Oversee and align the design and implementation of direct...

  • Manager: Leads, Management, Digital and Events

    1 week ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    Responsible for the overall strategy for direct business which includes design and oversee and alignment of the growth strategy, efficiency strategy, quality and retention strategy as well as diversification strategy for the direct business ensuring VNB targets are met as set by the board 1. Oversee and align the design and implementation of direct...

  • Senior Clerk: Business Retention

    1 week ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    **To conserve business (Arrear premiums)** - Contact clients with arrears premiums - Inform client about the status of their policies - Persuade client to make a payment or make a payment method change - Explain payment options to client - Provide banking details and reference number for payment - Check system to see if premium has been received - If premium...

  • Retentions Agent

    1 week ago

    Menlyn Park, South Africa HR Genie Full time

    **Retentions Agent (JB1798)** Menlyn, Pretoria R15 000 basic per month + commission in USD Working Hours Night Shift 7pm 4am Duration: Permanent **Company Overview** Our client is a Forex brokerage with a global footprint who requires the expertise of a Retentions Agent to join their team. Our client offers training, support, career growth and very...

  • Specialist: Digital

    3 weeks ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    Brand custodian for Assupol ensuring that the brand strategies and campaign are executed correctly. 1. Align digital goals in line with the CA strategy and overall business objectives - digital transformation journey - important role in delivering content to a wider audience, - increasing brand awareness and gives us more advertising collateral for our...

  • Digital Workspace Operations Manager

    5 days ago

    Menlyn, South Africa Open Source (Pty) Ltd Full time

    About YouWe are looking for a highly skilled and experienced IT professional to join our team as a VDI Stack Monitoring Specialist. As a key member of our global operations team, you will be responsible for maintaining and operating our global BMW Digital Workspace infrastructure for virtual devices.Your ResponsibilitiesMaintain and operate our global BMW...

  • SAP Analytics Platform Manager

    2 weeks ago

    Menlyn, South Africa Open Source (Pty) Ltd Full time

    We are seeking a highly skilled SAP Analytics Platform Manager to join our team at Open Source (Pty) Ltd. As a key member of our team, you will be responsible for leading the implementation and management of SAP Analytics Stack for our clients. This position requires extensive knowledge of SAP Analytics and its various tools, as well as experience working...

  • National Sales Manager: Retail Market

    2 weeks ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    **1.Grow the Value of New Business** - Implement and maintain sales strategic plan, to ensure that department meets its set targets - Maintain a minimum inforce book growth of 1% a month - Monitoring of average premium performance - Management of expenses and derive expense efficiencies - Monitoring of withdrawal performance - Monitoring of collection...

  • Account Manager, Retention, Road Logistics

    3 weeks ago

    Kempton Park, South Africa DSV Full time

    **DSV - Global transport and logistics** Location: Kempton Park Job Posting Title: Account Manager, Retention, Road Logistics Time Type: Full time **Job Specification**: The main purpose of this role is to maintain and grow existing customer base for the allocated Branch and meet monthly and annual retention targets. **Basic Minimum Requirements**:...

  • IT Administrator and Digital Marketing

    3 weeks ago

    Kempton Park, South Africa Lisacars Pty Ltd Full time

    **IT Administrator and Digital Marketing** The position is for a dynamic person that will be able to manage our digital marketing efforts and the IT services of our company **Main Duties and Responsibilities** - Deliver services and support to our staff - Solve complex end-user related Incidents. - Ensure Service Delivery within our criteria, to resolve...

  • Business Development Manager

    1 week ago

    Menlyn, South Africa Capitec Full time

    Company Overview Capitec is a leading banking institution that prioritizes service in the financial sector. We are seeking a dynamic individual to join our Business Banking team as a Account Executive. About the Role This position involves providing proactive business banking sales and service management functions to retain and grow a portfolio of...

  • Head of Retail Market

    4 weeks ago

    Menlyn Park, South Africa Assupol Full time

    Description **1. Grow the Value of New Business** Implement and maintain sales strategic plan, to ensure that department meets its set targets Maintain a minimum inforce book growth of 1% a month Monitoring of average premium performance Management of expenses and derive expense efficiencies Monitoring of withdrawal performance Monitoring of collection...

  • Account Manager, Retention Sales, Road Logistics

    3 days ago

    Kempton Park, South Africa DSV Full time

    If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying. **DSV - Global transport and logistics** Location: ZAF - Kempton Park, Serengeti Blvd (DSV Park Gauteng) Job Posting Title: Account Manager, Retention Sales, Road...

  • Digital & Design Co-ordinator

    3 days ago

    Kempton Park, South Africa Air Products South Africa Full time

    **Overview & Key Responsibilities** The Digital & Design Co-ordinator will function in the following key areas of responsibility for this role which include but are not limited to: - Responsible for maintaining and developing Air Products’ digital platforms; - Co-ordinate and manage the creation of content for social media platforms; - Create content for...

  • Senior Clerk: Il Client Service Business Retention

    2 weeks ago

    Menlyn Park, South Africa Assupol Full time

    Description 1. **Attend to client queries.** - Confirmation of Tickets Receive for External Replacements and Cancellations (Risk Policies) - Review and confirm the reception of all necessary documents related to Refund requests. - Follow-up on Debi check acceptance - Facilitate a smooth refund process by verifying the presence of all required documents. -...

  • Senior Clerk: Il Client Service Business Retention

    2 weeks ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    1. **Attend to client queries.** - Confirmation of Tickets Receive for External Replacements and Cancellations (Risk Policies) - Review and confirm the reception of all necessary documents related to Refund requests. - Follow-up on Debi check acceptance - Facilitate a smooth refund process by verifying the presence of all required documents. - Cancellation...

  • Senior Manager: Enterprise Architect

    1 week ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    Duties & Responsibilities: **Enterprise Architecture** - Develops the overall architecture vision and roadmap - Develops Enterprise Architecture framework including the identification of technology trends, innovation, governance, strategy, complexities and required competencies to implement the framework - Incorporates new models and approaches to support...

  • Senior Manager: Enterprise Architect

    4 weeks ago

    Menlyn Park, South Africa Assupol Full time

    Description Duties & Responsibilities: **Enterprise Architecture** - Develops the overall architecture vision and roadmap - Develops Enterprise Architecture framework including the identification of technology trends, innovation, governance, strategy, complexities and required competencies to implement the framework - Incorporates new models and approaches...

  • Sales Manager: Corporate Entrepreneurship

    5 days ago

    Menlyn Park, South Africa Assupol Life Ltd. Full time

    1. Develop and maintain sales and marketing plan - Develop an integrated sales & marketing plan. - Implement and align marketing plan with regional plan and submit to management. - Review and update strategic plan on a regular basic. - Compile report on progress made on strategic plan. - Communicate strategic plan to sales representatives. 2. Perform...