Retentions Team Leader
Retentions Team Leader
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Salary Not Disclosed
1 Vacancy
Job Description
Lets Write Africas Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
naThe Retention Team Leader is responsible for managing a team of consultants tasked with retaining customers/collecting missed insurance premiums. This role combines customer retention strategies with collections performance management ensuring improved customer loyalty reduced lapse rates and maximized premium recovery. The Team Leader will drive productivity coach for quality engagements and align daily operations to business targets.Key Responsibilities:
Team Leadership
Lead motivate and manage a team of Retention/Collections Consultants.
Monitor individual and team performance across both retention saves / premium recollection.
Conduct daily check-ins coaching sessions and monthly performance reviews.
Drive a culture of performance accountability and customer-centric engagement.
Retention & Collections Performance
Ensure agents are proactively calling customers who have missed payments / requested cancellations.
Guide the team in handling objections and offering solutions to retain customers / recover premiums.
Track and report daily weekly and monthly performance against targets for saves recollections contact rates and conversion rates.
Operational Execution
Ensure effective use of dialer systems campaigns and lead management tools.
Oversee adherence to scripts rebuttals and processes for reinstating or retaining policies.
Collaborate with other departments (e.g. Billing Customer Service) to resolve customer issues impacting retention or payment success.
Compliance & Quality Assurance
Ensure all interactions are compliant with industry regulations (e.g. NCA TCF POPIA).
Conduct call evaluations and side-by-sides to ensure agents meet quality and compliance standards.
Address process gaps and recommend improvements based on call insights.
Customer Engagement
Step in to handle escalated customer cases and support consultants on complex objections.
Promote empathetic but assertive communication techniques to influence customer decisions.
Balance customer needs with business risk and revenue protection.
Training & Development
Identify skill gaps and coordinate training or refresher sessions on retention strategies and collections techniques.
Facilitate objection-handling workshops and campaign performance reviews.
Key Performance Indicators (KPIs)
Retention (Save) Ratio (%)
Premium Recollection Rate (%)
Contact Rate (%)
Quality Score (%)
Customer Satisfaction (CSAT)
Conversion Rate per Lead (%)
Agent Adherence and Talk Time
Qualifications and Experience
Matric (Grade 12) Required
Tertiary qualification in Business Credit Management or related field Advantageous
2 years experience in a call center environment (retentions and/or collections)
1 year in a team leader or supervisory role
Knowledge of short-term insurance products Preferred
Skills and Competencies
Strong leadership and performance management
Excellent verbal and written communication
Effective objection handling and negotiation
Analytical and target-driven
CRM and dialer proficiency
Regulatory knowledge (TCF NCA POPIA)
Skills
Backlog Management Customer Complaint Management Customer Feedback Management Customer-Focused Customer Relationship Management (CRM) Software Customer Service Customer Service Operations Customer Understanding Data Management Digital Consumer Engagement Executing Plans Sales Data Management Strengthening Customer Relationships UpsellingCompetencies
Action OrientedCollaboratesCommunicates EffectivelyCustomer FocusDecision QualityDirects WorkDrives ResultsInstills TrustEducation
NQF Level 5 - Higher Advance or Occupational Certificate or equivalentClosing Date
13 August 2025 23:59The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
The Old Mutual Story!
Employment Type
Full-Time
