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Join this leading Short Term Insurance firm as a Retentions Manager. The successful candidate must have exposure to managing a call centre within the insurance sector.


Job Overview

 Setting out targets and assigning clients to the team at the beginning of the day.
 Training of new team members.
 Daily and monthly statistics.
 Providing monthly KPI feedback and providing the necessary training, guidance and
motivation to all staff and underperformers where necessary.

Responsibilities and duties

 Set out targets for each employee and allocate them to their clients on a daily basis.
 Send monthly statistics to Manager at the end of each month (Monthly cancellations, net fall
off, lapse ratios, etc.)
 Speak to clients regarding issues that are brought to the Ombudsman’s office.
 Performing audits of sales calls when needed.
 Acting as the link between HR, other departments, and Retentions.
 Training of new consultants joining the team as well as refresher and requested training on
products, scripts, and systems as and when needed.
 Training bottom performers when the need arises.
 Carrying out the monthly performance management (KPI) process to rate each employee’s
performance and providing feedback to employees of their strengths and development
areas on a monthly basis.
 Assisting with and resolving all QA issues.
 Guiding and assisting team members with live Retentions calls.
 Responsible for daily stats sent out at 11am, 3pm and 5pm and close off reports.
 Present at production conference to Management and present in Managers Conference
when required.
 Assist with interviews for new hires upon request.
 Respond timeously to all mails directed to you, and if unable to assist you are responsible to
ensure it is escalated to management in due time.
 Responsible for planning work rosters and being staffed correctly for all Retentions shifts,
keeping in mind the needs due to product and language specifications.
 Responsible for tracking and liaising with HR regarding employees’ basic salaries, bonuses
and commission.

 Accountable for staff absenteeism and general adherence to the company’s Code of
Conduct.
 Responsible for tracking and liaising with HR regarding the issuing of warnings.
 Daily motivation and general inspirational meetings with team to ensure morale is always in
line with the company culture.
 Providing constant guidance to staff, especially underperformers, to increase morale.
 Compulsory attendance to all Company related events.
 Monthly ILD bookings and distribution to team.

Key Competencies

 Flexibility and Adaptability: Adapts to change, handles pressures and adjusts plans to meet
changing needs.
 Communication Skills: written and verbal: the capacity to clearly present information.
 Managing Self and Others: Capacity to plan, organise and control both own and others’
working environment by setting appropriate priorities and achieving set objectives within a
given time frame.
 Taking Action: Capable of recognising the need for action, considering possible risks and
taking responsibility for results.
 Decision Making: Capable for making decisions timeously and taking responsibility for the
consequences.
 Performance Driven: Ability to be motivated to take action, seize opportunities and pursue
goals.
 Multitasking Ability: Judge different work activities and shift attention from one task to
another. Ideally, one needs to be able to meet the demands of several different
tasks/stakeholders without dropping the ball