Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
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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.
- 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.
- 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.
- 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.
- 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.
- Identify skill gaps and coordinate training or refresher sessions on retention strategies and collections techniques.
- Facilitate objection-handling workshops and campaign performance reviews.
- Retention (Save) Ratio (%)
- Premium Recollection Rate (%)
- Contact Rate (%)
- Quality Score (%)
- Customer Satisfaction (CSAT)
- Conversion Rate per Lead (%)
- Agent Adherence and Talk Time
- 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
- 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)
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
18 September 2025 , 23:59
The 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.
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