Overview
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.
The Retention Manager is a key leadership position within Neilson, responsible for managing Retention activities, delivering an exceptional experience for customers across all touchpoints and following the sale of a life insurance policy. This position plays a critical role in maintaining customer satisfaction, resolving escalated issues, and optimizing the efficiency and effectiveness of Retention Operations. Working closely with the Customer Transformation Lead and Group Head of Retention, the Retention Manager will take a hands-on approach to implementing and evolving existing processes, driving an ethos of continuous improvement and delivering excellent outcomes for customers.
Responsibilities
* Orchestrate optimal customer service performance by fostering a customer-focused, high-energy atmosphere within the team.
* Conduct impactful one-on-one sessions with Retention Agents, offering personalised coaching and development plans to enhance their performance.
* Set clear performance expectations and goals for Team Managers/Agents, monitor their progress, and provide regular feedback and coaching.
* Inspire and engage the team through effective team meetings, buzz sessions, and incentives to consistently achieve outstanding results.
* Manage the completion and timely updating of weekly and monthly trackers, dashboards, and performance reports, taking full accountability for team results.
* Monitor and review key service metrics and performance indicators to effectively manage the quality of service.
* Generate regular performance reports, analyse data to identify trends, areas for improvement, and opportunities to enhance efficiency.
* Oversee claims handling to ensure that claims are dealt with empathetically, administered accurately, handled efficiently, and documented appropriately.
* Handle customer complaints or complex issues, in accordance with Neilson’s complaints handling procedures, ensuring prompt resolutions.
* Collaborate with sales and marketing teams to gather customer feedback, identify areas of improvement, and implement strategies to enhance customer satisfaction and retention.
* Support the maintenance of Retention procedure manuals.
* Uphold a positive, supportive, and engaging leadership style when communicating changes, updates, or launching new initiatives.
* Make a substantial contribution to the team's success and the company's overall objectives.
* Embody the core values of the company: Customer Focused, Results Driven, and Team Spirited.
Qualifications / Experience
* Proven management expertise in a managerial role within the insurance industry, preferably with expertise in life insurance and customer service management.
* In-depth knowledge of the insurance industry, including policies, regulations, and customer protection guidelines.
* Strong leadership abilities with the capacity to inspire and develop teams, driving them towards exceptional performance.
* Outstanding communication skills, with the ability to make an immediate positive impact in conversations.
* Exceptional problem-solving and decision-making skills to address complex customer issues and provide satisfactory resolutions.
* A customer-centric mindset with a strong focus on delivering excellent service, building relationships, and enhancing customer satisfaction.
* Proficient in using customer relationship management (CRM) systems and other relevant software applications.
* Demonstrated ability to analyze data, generate reports, and draw insights to drive process improvements and enhance team performance.
* Strong organizational skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
* Knowledge of claims processing procedures and familiarity with relevant insurance terminology.
* Ambitious mindset focused on continuous improvement and innovative thinking.
* Open-minded and adaptable to new approaches, challenging traditional industry norms.
Attributes
* Exemplary customer-centric approach.
* Exceptional leadership and coaching capabilities.
* Strong organizational and analytical skills.
* Proficiency in performance tracking and reporting.
* Adaptive to change and proactive in driving initiatives.
* Devoted to upholding company values.
If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!
Accessibility For Job Applicants
We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.
Equal Opportunity Employer
Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.
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