Retention Manager at Old Mutual South Africa

Job Description

The incumbent is responsible for managing all existing corporate schemes, customer engagement activities, customer surveys, gathering intelligence on customers’ business and driving unparalleled customer service excellence amongst our Corporate clients. The individual is responsible for achieving results through own efforts.

Duties And Responsibilities

• Develop and implement an effective Customer experience strategy for corporate clients.
• Consistently ensure a high NPS score for corporate clients.
• Liaise with the Operations Team to ensure that customers’ requests are met in a timely manner.
• Undertake various engagement activities with corporate clients.
• Manage all contracted client deliveries and maintains client relationships.
• Review client product portfolio regularly and recommends new and enhanced products to suit client portfolio.
• Take responsibility of achieving Business Unit (BU) sales targets to ensure growth and market share.
• Meet regularly with intermediaries and clients to address service-related concerns as to strengthen existing relationships.
• Drive customer service excellence amongst clients and partners to always ensure great customer experience.
• Responsible for the accreditation of intermediaries on range of products.
• Identify and sign on new distribution partners.
• Conduct regular surveys on current Corporate Clients and share feedback with the Supervisor for further interventions.
• The Officer will also provide support to CRMs to ensure various requests are received on time.

Qualifcations And Experience

• Minimum of Bachelors’ Degree in any discipline from an accredited tertiary institution
• Diploma in insurance will be an added advantage
• Sales and marketing experience in the financial services industry
• Excellent written and oral communication skills
• Excellent relationship management skills
• Excellent interpersonal relationship skills
• Highly organized and structured, able to multi-task and prioritize appropriately.
• Results-oriented

Skills And Competencies

• Innovation
• Leadership
• Technical Knowledge
• Execution
• Initiating Action
• Interpersonal Skills
• Relationship Management skills
• Negotiation skills