Retentions Manager

**THE JOB AT A GLANCE**

As the Retentions Manager, you will oversee retentions operations of the company, in line with internal procedures and guidelines to ensure strategic objectives are met. You will be responsible for creating, implementing, and analysing retention campaigns across all channels and at all stages of the customer lifecycle in order to retain customers and maximise customer lifetime value.

**WHAT WILL YOU DO?**

**Retention Strategy**:

- Responsible for the development, implementation and execution of a retention’s strategy
- Ensure alignment of Group strategy and fulfilment of the business unit’s tasks, while ensuring maximum productivity and efficiency
- Ensure that compliance, risk and regulatory standards and processes are adhered to in all communication and interaction with clients

Develop a pro-active, rather than reactive, approach to retention

**Client Stakeholder Relationship Management**:

- Manage the performance of third parties
- Liaise with clients regarding issues that are brought to the Ombudsman’s office
- Act as the link between other departments and Retentions, and continuously engage with internal stakeholders to ensure alignment and support to enable delivery of solutions Seek and continuously develop knowledge of our clients’ 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
- Facilitate an integrated and coordinated approach by RMA Life to the client
- 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
- Contribute to the development of new business with either existing or new clients by the creation of hot-leads for the sales team
- Co-ordinate teams to ensure client service standards are met
- Acts as a support to Sales and distribution and Partnership departments
- 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.

**Team Management**:

- 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
- 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
- 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.

Retention Campaigns:

- Identify and prioritise accounts that show early value
- Retain valuable active accounts in order to maximise customer lifetime value
- Reactivate valuable inactive accounts
- Implement automated, multichannel CRM flows across all customer lifecycle stages
- Analyse and optimise all campaigns on an ongoing basis
- Responsible for input into the renewal process which includes:

- Input into preparing pre-renewal documents
- Meeting with clients
- Sending renewal notifications
- Sending cancellation letters were applicable
- Responsible for setting up customer communication via various channels and analysing results
- Respond timeously to all complex queries.
- Ensure that all retentions incumbents remain up to date with legislation and manage supervision where necessary

**Quality Assurance**:

- Performing audits of retention calls when needed
- Assist with and resolving all QA issues.
- Devise and drive process efficiencies and improvements

**Data Analysis and Reporting**:

- Report on findings / learnings
- Analysing customer behaviour
- Draft and present customer behaviour reports
- Analyse different retention and churn flows and provide suggestions to improve the performance
- Provide Monthly statistics to the GM: Life Operations (cancellations, lapse ratios, persistency ratios, etc.).

**WHAT YOU'LL BRING TO THE TABLE?**
- 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 experie