Retentions Manager at Sanlam Group

What will you do?

• Manage a call centre of Retentions Consultants
• Develop and manage innovative strategies to achieve strategic retention objectives.
• Analyse the existing customer trends to define targeted top-up and churn reduction initiatives
• Actively participate in the organisation's continuous improvement by identifying and proposing solutions to process and service related failures.
• Work closely with relevant business units at all levels across the business, to ensure the successful execution of retention strategies.
• Be involved in the analysis to identify cross-sell & up-selling opportunities
• Client service level monitoring
• Maintenance of product training material; training presentations and seeking new solutions.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain and improve service delivery.
• Team management 
• Risk and Budget managements
• Ensure compliance in terms of rules and regulations (e.g. TCF, POPIA and PP) 
• Perform regular audits at appropriate intervals 
• Monitoring and reporting on trends, inclusive of monthly reporting
• Requirements gathering, testing and sign-off of system changes / enhancement as well as for projects
• Ensure SOPS are in place and maintained

What will make you successful in this role?
Qualification & experience 

• Matric 
• Call centre management and Sales experience 
• Insurance Studies (CoP, / ASISA Standards) 
• At least three (5) years relevant experience in a similar role within the collections environment of which two (3) years in a supervisory role

Knowledge and skills 

• Payroll and Debit Order Collections Experience 
• Policyholder Retentions Experience 
• Computer skills
• Advanced MS Office (Excel, PowerPoint) 
• Well-developed communication (written & verbal) skills 
• Experience in the Financial Services Sector 
• Data Analysis

Personal Qualities

• Team management 
• Time Management 
• Strong Numeracy and Analysing Skills 
• Project Management (for the purposes of running pilots) 
• Relating and networking 
• Adapting and responding to change 
• Confidence and decisiveness 
• Self-driven

Closing Date:1st, April 2022