Role purpose

The role of the Retentions manager will report into Client Solutions: PL Direct: Client Engagement unit. This team is responsible for servicing and retaining existing Direct Personal Lines policyholders by providing an excellent client experience on all interactions. The outcomes will be achieved through understanding the needs and requirements of clients through research and analytics and then devising and executing of strategies to achieve retentions objectives. This job will also focus on the development and management of processes of the retention’s teams.
The primary responsibility of the Retentions Manager is to retain Santam Direct’s clients through effective retention methods and client interactions delivered by the Retention teams.

Principal Accountabilities

Client Retentions Strategy    

• Develop, implement and oversee the Direct client retention strategy, including the creation of retentions frameworks and initiatives

Policy Renewals    

• Monitor policy renewal rates and develop tactics to optimise and increase renewal percentages through pro-active communication, value added services and enhancing client satisfaction.

Client Communication    

• Establish effective communication channels with policyholders to address queries, concerns and promoting policy benefits, with the intent to retain existing clients.

Team Management 

• Lead and manage retentions advisors and Team Leaders. Providing guidance, training, and support to achieve retention goals

Client Feedback  

• Gather and analyse client feedback to continuously improve the client experience and client satisfaction.

Data Analysis    

• Utilize data analytics to identify trends, client preferences, and areas of improvement for the retention strategy –
• Receive standard reporting from Insights and Analytics team and perform analysis on reporting

Competitor Analysis  

• Stay informed about industry trends, standards, and competitors retentions strategies to remain competitive.

Reporting  

• Prepare regular reports and presentations for senior management, highlighting retention performance and suggesting improvements.

Knowledge and Experience

• Bachelor’s degree in Business, Marketing or related fields
• Proven experience in client retentions, ideally in short-term insurance industry
• Strong analytical skills with experience in data-driven decision making.
• Excellent communication and negotiation skills
• Leadership and team management experience.
• 2-5 years’ experience in a similar role as Retentions Manager. Does not have to be STI 

Skills

• Excel for reporting
• Underwriting
• Client Experience measurements and management
• Guidewire
• Technical knowledge of financial services industry and trends
• Understanding of competitor retentions strategies

Competencies

• Strategic thinking & planning
• Client-centric mindset
• Data analysis and reporting
• Team leadership and management
• Effective communication and interpersonal skills
• Adaptability and problem-solving abilities.