JOB OPPORTUNITY
Retention Team Leader
An opportunity exists to join this Investor in People Company in the above capacity. Metropolitan Lesotho is a wholly owned subsidiary of Momentum Metropolitan Group, a company registered on the Johannesburg Stock Exchange. We are currently looking for a dynamic and self-motivated individual in the position of Retention Team Leader based in Maseru, Lesotho. The incumbent will report directly to the Manager of Administration of New Business & Premiums.
PURPOSE OF THE ROLE
To supervise, train and motivate the functional Retention Team to retain clients, grow and maintain the current in force book.
KEY AREAS OF RESPONSIBILITY:
Engage with escalated clients who require guidance and additional support on their product, prior to cancelling their membership and escalate client queries to the relevant department or stakeholder.
- Manage, mitigate and review reports on missed premiums and follow-up with the team on daily activities
- Implement the retention strategy within the team by communicating performance targets and expectations.
- Monitor and manage compliance of internal controls and procedures by the Retention Agents/Consultants.
- Analyse all data relating to retention requirements, this includes lapses, cancellations and missed premiums and recommend interventions, where applicable.
- Drive client service delivery goal achievement in line with predefined standards to ensure that clients queries are resolved accordingly.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders
- Positively influence and participate in change initiatives.
- Create a positive work climate and culture.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
MINIMUM QUALIFICATIONS AND EXPERIENCE:
- Degree in Business Management and or related relevant qualification
- At least 3 year’s experience at a supervisory level.
- 3 – 5 year’s experience in a Customer Care/Sales environment (essential)
- Debt/Premium Collection experience (desirable)
KEY TECHNICAL AND BEHAVIOURAL COMPETENCIES:
- Extensive knowledge of good customer care
- Strong and effective communication skills.
- Ability to analyse and resolve queries and to follow through on outstanding issues.
- Proficient in MS Excel and MS Word.
- High level of integrity.
- Good reporting and interpersonal skills
- Ability to work efficiently under pressure and without extensive supervision.
- Experience in stakeholder and relationship management field.
- Extensive knowledge on requirements by the relevant regulatory authorities on issues relating to customer satisfaction.
PLEASE NOTE:
Interested candidates should apply online via https://bit.ly/3UHPDCk before or on 31st May 2024. You will be required to create an account on the portal. Applications received after the closing date will not be considered. Hand deliveries will NOT be accepted. Correspondence will be conducted only with short-listed candidates.