Retentions / Renewals Team Leader

The Portfolio Group; Manchester; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading service organization in Manchester is seeking a Team Leader to manage Relationship Executives. The role involves mentoring, performance monitoring, and ensuring client retention through strategic management. Ideal candidates will possess strong team management skills, a proven track record in achieving KPIs, and proficiency in communication. The company offers competitive benefits including holidays, private medical insurance, and a profit share scheme.

Benefits

25 days' holiday plus bank holidays

Day off on your birthday

Private medical insurance after 5 years

Pension Plan and Life Insurance

Free On-site Gym

Qualifications

• Experience in managing teams in an account management or sales environment.
• Ability to communicate clearly and concisely.
• Proven track record of achieving KPIs and performance targets.

Responsibilities

• Monitor and motivate the team.
• Set clear performance targets.
• Conduct quality checks and coaching sessions.
• Support client and broker meetings.
• Drive upgrades and upsell opportunities.

Skills

Team management

Communication skills

Multi-tasking

Commercial awareness

Microsoft Office proficiency

Job description

THE OPPORTUNITY

This is a once in a career opportunity for an exceptional counselling professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, the business supports over 80,000 organisations and 13 million lives across the UK & Ireland. Part of a global Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. They have been recognised as The North West's Top 100 Best Companies to work for and Top 10 Best Companies to Work for in the Health & Social Care sector.

The Role

We are looking for a Team leader to manage the Relationship Executives, each RE is responsible for their own portfolio, developing and nurturing their accounts, duties involve day to day management of their portfolio engaging with clients and intermediaries, collating and managing renewal terms, including negotiation of renewal, liaising with intermediary, affinity and direct client and negotiating renewal pricing. The Team Leader will need to have experience managing a team in an Account Manager / Sales / Retentions / Renewals environment. You will be coaching, monitoring SLA's and performance, supporting on client and broker renewal meetings and all associated HR. This is a fast paced environment, working with a strong and successful team as such you will need to be used to multi tasking whilst bringing high energy, approachability and positivity!

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

WHAT YOU BRING TO THE TEAM

• 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

Benefits

• 25 days' holiday, plus bank holidays
• Day off on your birthday
• Cash plan for you (and your children, if any)
• Holidays increase after 2- and 5-years' service
• Contractual sick pay
• Private medical insurance after 5 years' service
• Pension Plan and Life Insurance
• Pension plan contributions increase after 5- and 7-years' service
• Holiday season bonus after 3 years' service
• Profit share scheme
• Season ticket loan scheme
• Cycle to work scheme
• Access to Employee Assistance Programme
• Free On-site Gym
• Company incentives, access to discount schemes