Team Leader – Business Retention at

2 months ago

Nairobi, Nairobi Area, Kenya Old Mutual Kenya Full time

Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment.

We offer solutions to individuals and corporates underpinned by our core values which are:
Respect, Integrity, Accountability and Pushing beyond boundaries.

SUMMARY

As a Team Leader - Business Retention, you will be responsible for overseeing a team of Relationship Managers and ensuring the successful retention and satisfaction of our client base.

You will work closely with the sales and customer service teams to develop strategies for maintaining long-term relationships with key clients and intermediaries, identifying opportunities for upselling and cross-selling, and resolving any issues or concerns that may arise.


KEY TASKS AND RESPONSIBILITIES

Lead and manage a team of Relationship Managers, providing guidance, support, and mentorship to help them achieve their retention targets.

Develop and implement strategies to retain and grow the client base, including upselling and cross-selling opportunities.

Managing the workflow and distribution of tasks within the retention team to ensure efficient handling of customer inquiries, requests, and retention efforts.

This involves prioritizing tasks, assigning workloads, and optimizing team resources to meet retention goals.

Implementing quality assurance measures to ensure that retention team members adhere to company policies, procedures, and regulatory requirements, may conduct regular audits of calls or interactions to assess compliance and identify areas for improvement.

Monitor key performance indicators (KPIs) and metrics to assess team performance such as persistency, policy renewal rates, and customer satisfaction scores, recommend solutions to improve customer experience.

Collaborate with sales, customer service, and other departments to ensure seamless client experience and address any client concerns or issues in a timely manner.

Analyze client feedback and data to identify trends and opportunities for enhancing the client retention process.
Prepare regular reports and updates on team performance, client retention rates, and other relevant metrics for senior management.

Customer Engagement:
Engaging with existing customers to foster a sense of loyalty and satisfaction is crucial. Oversee initiatives such as customer feedback surveys, personalized communications, and outreach programs to ensure customers feel valued and supported.
Develop customer segmentation strategies to improve customer experience.
Ensuring that all retention strategies and activities comply with industry regulations and ethical standards. This includes adhering to data privacy laws, transparency in communications, and fair treatment of customers.

Working closely with other departments such as marketing, sales, underwriting, and claims to ensure a cohesive approach to customer retention.

This involves sharing insights, coordinating efforts, and aligning strategies to optimize customer retention efforts across the organization.

Training and Development of intermediaries and internally staff so that they have the necessary skills and knowledge to effectively retain customers.

This may involve providing training sessions, resources, and guidance on best practices for customer retention.

To works to mitigate risks by addressing customer concerns, resolving issues promptly, and ensuring that policy terms and conditions meet customer expectations.


Developing Retention Strategies:
Based on the analysis of customer data, one devises and implements strategies to improve customer retention. This could involve developing targeted marketing campaigns, loyalty programs, or incentives for policyholders to renew their policies.

Continuous Improvement:

Proactively seeking opportunities for process improvement and innovation to enhance the effectiveness of retention strategies and the overall customer experience, implements changes based on feedback, industry best practices, and emerging trends.

Handling escalated customer issues or complaints that require supervisor intervention.

The Retention Supervisor acts as a point of contact for unresolved customer concerns, providing resolutions and ensuring a high level of customer satisfaction.

Negotiating with customers to renew contracts and retain business.

Daily monitoring of the customer complaints registers to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.

Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.


SKILLS AND COMPETENCIES
Competences

Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their goals.

Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients and internal stakeholders.
Analytical mindset with the ability to interpret data and trends to drive strategic decision-making.
Ability to thrive in a fast-paced and dynamic environment, with a strong focus on results and client satisfaction.
Capacity to prioritize tasks, manage time effectively, and coordinate team activities to ensure efficient and productive workflow.

Qualifications

Bachelor's degree in business administration, Marketing, or a related field.
Above 5 years' experience in business retention or account management
Demonstrate progress towards attaining insurance professional qualification

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