Santam is the market leader in the general insurance industry in Southern Africa.
We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper.
We're about people.
People drive our business, so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
The role of the Retentions Manager will report into Client Solutions: PL Direct: Client Engagement unit.
This team is responsible for servicing and retaining existing Direct Personal Lines policyholders by providing an excellent client experience on all interactions.
The outcomes will be achieved through understanding the needs and requirements of clients through research and analytics and then devising and executing strategies to achieve retention objectives.
This job will also focus on the development and management of processes of the retention teams.The primary responsibility of the Retentions Manager is to retain Santam Direct's clients through effective retention methods and client interactions delivered by the Retention teams.
Principal Accountabilities Client Retentions StrategyDevelop, implement and oversee the Direct client retention strategy, including the creation of retentions frameworks and initiatives.
Policy RenewalsMonitor policy renewal rates and develop tactics to optimise and increase renewal percentages through pro-active communication, value-added services and enhancing client satisfaction.
Client CommunicationEstablish effective communication channels with policyholders to address queries, concerns and promote policy benefits, with the intent to retain existing clients.
Team ManagementLead and manage retentions advisors and Team Leaders.
Providing guidance, training, and support to achieve retention goals.
Client FeedbackGather and analyse client feedback to continuously improve the client experience and client satisfaction.
Data AnalysisUtilize data analytics to identify trends, client preferences, and areas of improvement for the retention strategy.
Receive standard reporting from Insights and Analytics team and perform analysis on reporting.
Competitor AnalysisStay informed about industry trends, standards, and competitors' retention strategies to remain competitive.
ReportingPrepare regular reports and presentations for senior management, highlighting retention performance and suggesting improvements.
Knowledge and Experience Bachelor's degree in Business, Marketing or related fields.
Proven experience in client retentions, ideally in the short-term insurance industry.
Strong analytical skills with experience in data-driven decision making.
Excellent communication and negotiation skills.
Leadership and team management experience.
2-5 years' experience in a similar role as Retentions Manager.
Does not have to be STI.
Skills Excel for reporting.
Client Experience measurements and management.
Technical knowledge of financial services industry and trends.
Understanding of competitor retention strategies.
Strategic thinking & planning.
Client-centric mindset.
Data analysis and reporting.
Team leadership and management.
Effective communication and interpersonal skills.
Adaptability and problem-solving abilities.
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.
Our commitment to transformation At Santam, we are committed to transformation and embracing diversity.
This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society.
In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
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