Client Retention Manager at Old Mutual Nigeria

Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.We are recruiting to fill the position below:Job Title: Client Retention ManagerRef No: 1097/NIGE/EU/Client Retention Manager/Nigeria/270618Location: Nigeria Start Date: 2018-06-27Contract: PermanentCategory: InsuranceIntroductionThis role is individually strategically accountable for Customer Relationship Management in order to maximize Customer Retention, policy renewals and Customer Loyalty across the Life and General business.Job SpecificationDescription:Manages the daily operations of the Retention team for RMM, Bancassurance and GI retail BusinessDirect and coordinate retention activities of the companyPlan, coordinate and supervise activities on outbound calls to Customers informing them about the status of their RMM policies and renewable policiesDevelop processes that lead to enhanced cross selling and up selling to our customersManage Customer data for the purpose of policy cross selling.Manage the team for performanceKey Result AreasBusiness Retention Monitoring:Accountable for implementing a process that track and monitor policy retention levers to ensure Customers are retained within the business.Ensuring that premium collection methods are optimal, monitoring and enhancing the tracking criteria.Taking ownership for retention assumptions in calculation of financial results as well as forecasting during the yearPlan, Direct and coordinate the daily work flow of customer interaction process (Customer engagement, keep-in touch) from policy inception till renewal.Building new retention capabilities:Finding and implementing new premium collection functions that will assist the Retail Mass Market.Accountable for the Implementation of a Customer Retention Loyalty Scheme to maximise potentials for rewarding and retaining customers.Integration:Works with multiple departments to ensure processes adhere to good client retention practicesCollaborate closely with the Sales, Operations, Finance, Marketing and IT teams in attending to Customers’ complaints and enquiries that arise from renewal retention  Client Retention strategy:Engages with business leaders at both strategic and tactical level on client retention processes.Engage with customers on Complaints resolution and policy cancellation requestsDaily coordinate, supervise all failed premium payments by contacting customers through all the approved available communication options.Analyse Retention data, focusing on resolving root causes for an improved RMM persistency ratio through all relevant channels.Enhance the process of providing data feedback to all sales teams on premium collection status.Develop process improvement initiatives and manage projects that pertain to customer retentionAnalyze reports of findings from customer’s complaints and recommend appropriate measures to minimize reoccurrence of complaints.Develop process improvement initiatives and manage projects that pertain to customer retention.Stakeholder Management:Communicates and consults with relevant stakeholders to ensure a significant impact of internal processes on client retention.Relationship building - Initiates, maintains and manages relationships with third parties in relation to client retention.Generates and anaylses reports on Retention tracking and improvements to ManagementProvides customer analysis to propose avenues for prospective business development initiatives.Works closely with business and team heads in the Retail BusinessConsulting with business:Consult with business Heads to ensure all processes, customer touch points and systems support Customer Retention.Provide weekly reports for policy status trends on OIPA and TIA.Manages  accounts within an operational budget for Customer Loyalty Scheme 

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