We are now seeking a Retention Manager to develop the customer-facing operation, delivering an excellent service to our existing customer base at all stages of the journey.
Responsible for the management and performance of the company’s customer retention area :
You will lead, motivate, and develop a skilled team which delivers industry-leading service and retention levels through the development and application of disciplined operational techniques (sound operational skills a given)
You will manage a 4-fold growth in volumes by identifying and delivering efficiencies first, then by recruiting, appointing, and training staff where necessary (To deliver volume growth which drives profit improvement)
You will work within Operations and collaboratively with the Product and Pricing teams to optimize retention and adjustment performance along agreed criteria e.
g. volume growth, lifetime value by engaging in effective stakeholder management.
You will identify and drive the transition of retention and adjustment activities from offline to online and deal with any resulting implications to optimize customer satisfaction and profitability.
Qualification / Skills and Experience Essential
Experience of working in a regulated environment.
At least 5 years’ experience running a business unit accountable for targets
Candidates should possess Bachelor's Degree qualification
Excellent grasp of developing process and continually improving efficiency and effectiveness.
Proven track record in leading a team to deliver a first-class service to customers.
Accomplished in people and performance management.
Excellent grasp of policy lifecycle process and back-office functions