Manager: Business Retention and Digital Platforms at Assupol

Description

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. 

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.

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.

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.

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.

REFUNDS

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

Ad hoc tasks

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

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.

Training 

• Ensure regular training as per the approved Business Retention strategic plan and/or as directed by management. 
• Compile training guides and interventions related to the client portal and mobile application

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. 

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 escalated queries related to the app.

FORMAL EDUCATION

• Diploma or Degree in Business Management or 
• A qualification recognized by the FSCA
• RE 1 (Prerequisite)
• RE 5 (Advantage)

Experience  

• 1 - 3 years Management reporting experience 
• Long Term Insurance industry:
• o Knowledgeable and Understanding of Regulatory framework (POPIA, FAIS, FIC, ASISA, PA, FSCA, LONG TERM/FAIS OMBUDSMAN etc)
• 1-3 years Team Leader/Supervisory and /or Managerial experience in a call centre environment