Retentions Team Leader at Old Mutual

Job Description

• The 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, Upselling

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Drives Results
• Instills Trust

Education

• NQF Level 5 – Higher, Advance or Occupational Certificate or equivalent

Closing Date

• 23 September 2025