Retentions Team Leader

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Date: 21-Jun-2022

Location: Johannesburg, Gauteng, South Africa

Company: Sanlam Group

Who are we?

Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail porducts, as well as group schemes.

What will you do?

  • Telephonic retentions on arrear policies (outbound and inbound)
  • To provide efficient and quality service to the customer
  • Application of the standard operating procedures in place
  • Manage and lead a team of consultants to achieve team goals
  • Drive quality client engagement through ongoing quality assurance and coaching sessions
  • Set and manage campaigns to improve customer retention
  • Manage abandon rates and drive SLA
  • Performance manage poor performers
  • Implement Key performances attributes and measure team against outcomes
  • Compliance to industry legislation and guidelines governing collection of arrear premiums on insurance products
  • Tracking of outcomes for all policies handled to determine where escalated treatment is needed
  • Responsible for daily/weekly/monthly reporting
  • Obtain and provide information from/to various stakeholders (Billing, Finance, etc)
  • Query and complaint handling
  • Identify problem areas and trends, propose resolution and prevention

What will make you successful in this role?

Qualification & experience

  • Matric 
  • Additional studies of a financial nature (in progress or complete)

Knowledge and skills

  • At least two years’ experience in the financial services industry. Call Centre experience an advantage.
  • Advanced MS Office (Excel, PowerPoint) Personal qualities
  • Well-developed communication (written & verbal) skills

Personal Qualities

  • Negotiating Skills
  • Assertiveness
  • Conflict Management
  • Accuracy and attention to detail
  • Analysing
  • Relating & networking
  • Adapting and responding to change
  • Problem solving
  • Ability to work independently and be a team player
  • Good planning and organisational skills
  • Proactivity
  • Confidence and Decisiveness

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Closing Date: 01 April 2022

Core Competencies

Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.