Retention Team Leader
Portfolio are proud to be exclusively representing our Client, an industry leading EAP and OH provider, who have been making a positive difference in over 13 million lives, in their search to find a Retention/ Renewals Team Leader. Our client offer the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.
We are looking for an experienced account manager and leader, who will be joining the business at an exciting time, as the Relationship Executive team are rapidly expanding.
This person will be responsible for driving change across the current retention portfolio and will be instrumental to the success of business KPI's, whilst ensuring client expectations are exceeded. This will be a fast-paced role and have a focus on engaging in renewal conversations and supporting retention, to achieve business targets. The role will include the co-ordination and audit of a team of Relationship Executives, day-to-day delivery of renewal terms, driving retention, identification of new business opportunities, coaching, and mentoring including report ownership. This is a hands-on, fast-paced role with a real focus on achieving exceptional standards and will assist in ensuring our clients are supported.
Day-to-Day Responsibilities:
To monitor, mentor and motivate the team to ensure that they are supported in their role and performing to the best of their ability
Setting clear performance targets for individuals
Maintaining a structured day throughout the department
Conduct a minimum of 3-5 quality checks and coaching sessions per person on each core process weekly to ensure a timely renewal & retention process
Ensuring all work in the Relationship Executive Team is carried out within the relevant SLAs, including all emails being responded to within 24 hours and actions completed
Providing leadership and support to all stakeholders, ensuring we are working in collaboration for all ad hoc and project requests
Ensure any need for training and development is highlighted to the Associate Director of Retention & Client Experience
Conduct Monthly 1 to 1s to ensure the team is fully supported, kept up to date with any changes and to help monitor the status of their portfolios
Exploring and driving deliverables to improve efficiencies and processes, whilst managing and implementing change effectively
To support on request with client & broker meetings to discuss their renewals, upsell opportunities and ensure we are achieving our business KPIs for retention
To problem solve and successfully overcome client retention challenges
To drive upgrades and upsell opportunities throughout team
It is essential you have the following;
Energy, commitment and drive with dedication to the role, willingness to show flexibility when required, showcasing enthusiasm for the role and company development
Commerciality and the ability to apply knowledge in a practical, commercial manner
The ability to communicate clearly and concisely, varying communication style depending upon the audience
Multi-task oriented - can accomplish objectives effectively within timeframe given while ensuring communication is maintained with all stakeholders and clients
A proven track record of working toward and achieving set targets and KPIs including daily and monthly SLAs
Microsoft Office software experience with Word and PowerPoint experience
50246BGR
INDMANS