CustomerRetentionSupervisor

Pioneer Hollard Inc.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Pioneer Hollard Inc. in Binondo, Manila, is seeking a Customer Retention Supervisor to lead our enrollment and collection teams, ensure policy enforcement, and drive client retention.

The role requires coordinating across departments, monitoring performance, and reporting progress while maintaining strict compliance with privacy and security standards. This onsite position offers an opportunity to shape retention strategies within a stable financial services environment and contribute to ongoing

Qualifications

• Two years of college education required.
• Minimum of four years of people-management experience in a BPO environment.
• Willing to work onsite in Binondo, Manila.

Responsibilities

• Oversees day-to-day call center operations and productivity of Enrollment Collectors and Retention Officers.
• Drives success rates, contact/save rates, and paid rate targets while minimizing cancellations.
• Audits policies, manages ADA transactions, and enforces Data Privacy, AMLA, and PCI-DSS regulations.
• Collaborates with Cashiering, Policy Services, and Sales to reconcile sales, resolve issues, and meet SLAs.
• Tracks collection trends, evaluates lapsing policies, and prepares regular management reports.

Skills

People management

MS Windows

MS Office

Education

Two years of college

Job description

Job Title: CustomerRetentionSupervisor
Location: Binondo, Manila(Onsite)
Industry: Insurance/BPO

Spearhead operationthatsecurespolicies anddrivesclient retention!

We are looking for an experienced and results-drivenCustomer RetentionSupervisorto take charge of our call center's enrollment andcollectionsteam. In this role, you will oversee policy enforcement, manage team productivity to hitcriticalbusiness targets, and ensure seamless coordination across departments—all while championing compliance and customer retention!

What You Will Do

• Operations & TeamManagement:Overseesday-to-day call center operations, setting goals and managing the productivity of both Enrollment Collectors and Retention Officers.
• Performance & Targets: Drivessuccess rates, contact/save rates, and business paid rate targets while minimizing service-related cancellations.
• Process & Compliance:Auditsinsurance policies, manage Auto-Debit Arrangement (ADA) transactions, and strictly implement Data Privacy, AMLA, and PCI-DSS regulations.
• Cross-Functional Collaboration:Partnerswith Cashiering, Policy Services, and Sales teams to reconcile sales, resolve system issues, and ensure seamless SLAs.
• Reporting & Analysis:Trackcollection trends,evaluatelapsed policies, andprepareregular progress reports for management.

What We Are Looking For

• Education:At leasttwo (2) years in college.
• Experience:Minimum ofFour (4) yearsof people-management experiencein a BPO environment.
• Location:Must be willing to workonsiteinBinondo, Manila.
• Technical Skills:Proficiencyin MS Windows and MS Office (Word, Excel).
• Core Competencies:Proactive witha strong senseof urgency, highly flexible under pressure, resourceful, results-oriented, and dependable.

Why Join Us?

• Lead a vital operational team in a stable financial services company.
• Shape impactful enrollment and retention strategies.
• Enjoy a collaborative environment with clear opportunities for career growth.