Are you a proactive and experienced leader in retention and collections management? We are seeking a dynamic Retention and Collections Lead to join our Life and Funeral Operations team for a 12 month contract. In this pivotal role, you will be responsible for establishing and managing our newly formed retention/preservation department. This is a unique opportunity to develop and execute strategies that optimize customer retention and manage collections processes from start to finish.Minimum Requirements:Matric qualification.8 years of proven experience in a retention/collections environment, preferably within the financial services or insurance industry.Minimum of 2 years in a leadership or managerial role, with demonstrated ability to lead and develop a team.Relevant tertiary qualification (e.g., Business Administration, Finance) is an added advantage.Skills:Strong understanding of customer behavior and market dynamics in the context of retention and collections.Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.Proficiency in data analysis and reporting tools.Strong project management and organizational skills, with a keen attention to detail.Preferred Skills:Familiarity with regulatory requirements related to collections processes.Knowledge of funeral insurance products and services is advantageous.Responsibilities:Build and Manage Retention / Preservation Department:Establish and lead the retention/preservation department within Life and Funeral Operations.Develop departmental goals, strategies, and operational plans aligned with business objectives.Develop and Implement Collection Strategies:Design and implement effective collection strategies to improve retention rates.Manage collections processes, ensuring timely and efficient resolution of outstanding balances.Data Analysis and Strategy Development:Utilize customer data and analytics to identify trends, insights, and opportunities for improving retention.Develop and implement churn reduction strategies based on data-driven insights and industry best practices.Cross-functional Collaboration:Collaborate closely with departments such as Customer Service, Sales, Product, and Finance to align retention strategies with overall business goals.Communicate effectively with stakeholders to gain buy-in and support for retention initiatives.Monitoring and Reporting:Monitor key retention metrics and performance indicators.Prepare regular reports and presentations on departmental performance and trends.Continuous Improvement:Continuously evaluate and improve retention and churn reduction strategies.Stay abreast of industry trends and best practices in retention and collections management.
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