Retentions Team Leader at FNB South Africa

Job Purpose:

• The Retentions Team Leader at FNB Life will be responsible for managing and leading a dynamic team focused on retaining customers who have expressed intent to cancel their life insurance policies, have lapsed their policies, or are in default of premium payments.
• The role requires proactive management of both inbound and outbound retention activities, implementation of effective objection handling strategies, and continuous improvement of retention outcomes in line with FNB Life’s commitment to customer value and sustainable business growth.

Are you someone who can:

Role Responsibilities:

• Lead, motivate, and manage the retentions team to achieve and exceed retention targets and KPIs.
• Oversee daily operations of the retentions desk, ensuring prompt and professional handling of customer cancellation requests via telephone and email.
• Direct outbound campaigns targeting customers with lapsed policies or defaulted premium payments, with the aim of policy reinstatement and retention.
• Develop, implement, and refine objection handling strategies and scripts to maximize customer retention.
• Monitor team performance, provide coaching and feedback, and conduct regular training sessions to enhance product knowledge and retention techniques.
• Analyse retention data and trends to identify areas for improvement and report findings to management.
• Collaborate with other departments (e.g., Customer Service, Underwriting, Marketing) to ensure a seamless customer experience.
• Ensure all retention activities comply with regulatory requirements and FNB Life’s internal policies.
• Handle escalated customer cases and complex retention scenarios with professionalism and empathy.
• Contribute to the overall customer experience strategy and support initiatives to improve customer loyalty

You will be an ideal candidate if you have:

• Matric (Grade 12) required; a tertiary qualification in Business, Insurance, or a related field is preferred.
• Minimum 3-5 years’ experience in insurance customer retentions contact centre environment, preferably life insurance, with at least 2-3 years in a supervisory or team leader role in a similar environment. Experience in a sales environment could also be considered.
• Proven track record in managing teams and delivering high performance in retention or sales-driven environments
• Experience in life insurance or financial services sector highly advantageous

Skills and Competencies:

• Strong leadership and people management skills.
• Excellent communication, negotiation, and objection handling abilities.
• Ability to analyse data, identify trends, and implement improvement strategies.
• Customer-centric approach with a focus on empathy and problem solving.
• Results-driven, with a high level of initiative and accountability.
• Proficient in MS Office and experience with CRM/call centre systems.
• Ability to work under pressure and manage multiple priorities.
• Commitment to regulatory compliance and ethical standards.

Key Performance Indicators:

• Retention rate of at-risk policies.
• Team achievement of outbound campaign targets.
• Quality of customer interactions and resolution of objections.
• Compliance with internal and regulatory requirements.
• Team engagement and development metrics.

Reporting Line:

• The Retentions Team Leader will report to the Retentions Manager or Head of Customer Service at FNB Life

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you have the following:

• Adaptable and curious
• Have a proven successful track record.
• Thrive in a collaborative environment.
• Detail-oriented
• Proactive and accountable
• Calm under pressure 
• Collaborative mindset
• Flexible and adaptable in a dynamic work environment

End Date: October 20, 2025