Head of Customer Retention/Cape Town
Closing Date: 5 December 2018
Qualified Actuary
• Minimum 8 years actuarial experience, of which minimum 5 years post qualification
• Strong Leader with experience in managing a large team
• Previous management and sponsorship of strategic type projects essential
• Experience in managing business risk essential
• Excellent Client Relationship Management
DETAILS
• Build and support strategy implementation in the business by investigating key strategic retention opportunities and developing appropriate responses to harness them
• Drive business case development for approval from the Capabilities Cluster, business units and EXCO and facilitate implementation
• Establish behavioural economics as a core competency by leading a dedicated internal team and create a successful delivery precedent whilst increasing awareness
• Key to the role will be providing thought leadership around industry best practice and transforming the current Retention Capability to the best of breed
• Work across all business units and other entities (Namibia and South Africa)
• Work with multiple departments to align efforts behind good customer retention practices
• Balance complex business trade-offs in product and process design
• Work across distribution channels to deliver improved retention
Retention Strategy and Solutions Development
• Formulate and drive the implementation of an active customer retention strategy.
• Assist Business Units with thought leadership regarding retention
• Engage at both strategic and tactical level of the business
• Interpret financial impact of persistency, NCCF and retention to inform strategy
• Lead team to deliver new solutions that improve persistency and retention
• Deliver and manage multiple projects as well as daily operational issues
Business retention monitoring
• Create and monitor retention levers to ensure that processes are working as designed
• Consult with business to ensure all processes support retention
• Manage the Customer Retention call center and execute the vision for the operation insuring the Call Center meets customer and organization needs Management and Team Effectiveness
• Create a climate for optimal performance.
• Drive operational excellence through area of supervision.
• Define and implement best operating practice.
• Hold first line managers accountable for managerial work, including selection, performance management and talent management.
Stakeholder Management
• Communicate, consult and debate to ensure that the relevant stakeholders understand the impact their processes have on client retention
• Negotiate and agree scorecard with client Business Units
Enterprise Innovation
• Establish an environment that supports the creation of innovative solutions
• Challenge the status quo in dealing with work problems and opportunities