Retentions Team Leader

Old Mutual; Johannesburg; On-site; ZAR 30 000 - 50 000; Full time

Job summary

A prominent financial services company is looking for a Retention Team Leader to manage a team focused on customer retention and premium recovery. This pivotal role involves inspiring team performance, implementing retention strategies, and ensuring compliance with industry regulations. Ideal candidates will possess exceptional leadership skills, excellent communication capabilities, and experience in a call centre environment. Join an organization committed to African opportunities and a diverse talent pool.

Qualifications

• 2+ years experience in a call centre environment (retentions and/or collections).
• 1+ year in a team leader or supervisory role.
• Knowledge of short-term insurance products is preferred.

Responsibilities

• Lead and manage a team of Retention/Collections Consultants.
• Monitor team performance and ensure adherence to processes.
• Ensure compliance with industry regulations.

Skills

Strong leadership and performance management

Excellent verbal and written communication

Effective objection handling and negotiation

Analytical and target-driven

CRM and dialer proficiency

Regulatory knowledge (TCF, NCA, POPIA)

Education

Matric (Grade 12)

Tertiary qualification in Business, Credit Management, or related field

NQF Level 5 - Higher, Advanced or Occupational Certificate or equivalent

Job description

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Retention Team Leader is responsible for managing a team of consultants tasked with retaining customers/collecting missed insurance premiums. This role combines customer retention strategies with collections performance management, ensuring improved customer loyalty, reduced lapse rates, and maximized premium recovery. The Team Leader will drive productivity, coach for quality engagements, and align daily operations to business targets.

Key Responsibilities

Team Leadership

• Lead, motivate, and manage a team of Retention/Collections Consultants.
• Monitor individual and team performance across both retention saves / premium recollection.
• Conduct daily check-ins, coaching sessions, and monthly performance reviews.
• Drive a culture of performance, accountability, and customer-centric engagement.

Retention & Collections Performance

• Ensure agents are proactively calling customers who have missed payments / requested cancellations.
• Guide the team in handling objections and offering solutions to retain customers / recover premiums.
• Track and report daily, weekly, and monthly performance against targets for saves, recollections, contact rates, and conversion rates.

Operational Execution

• Ensure effective use of dialer systems, campaigns, and lead management tools.
• Oversee adherence to scripts, rebuttals, and processes for reinstating or retaining policies.
• Collaborate with other departments (e.g., Billing, Customer Service) to resolve customer issues impacting retention or payment success.

Compliance & Quality Assurance

• Ensure all interactions are compliant with industry regulations (e.g., NCA, TCF, POPIA).
• Conduct call evaluations and side‑by‑side to ensure agents meet quality and compliance standards.
• Address process gaps and recommend improvements based on call insights.

Customer Engagement

• Step in to handle escalated customer cases and support consultants on complex objections.
• Promote empathetic but assertive communication techniques to influence customer decisions.
• Balance customer needs with business risk and revenue protection.

Training & Development

• Identify skill gaps and coordinate training or refresher sessions on retention strategies and collections techniques.
• Facilitate objection‑handling workshops and campaign performance reviews.

Key Performance Indicators (KPIs)

• Retention (Save) Ratio (%)
• Premium Recollection Rate (%)
• Contact Rate (%)
• Quality Score (%)
• Customer Satisfaction (CSAT)
• Conversion Rate per Lead (%)
• Agent Adherence and Talk Time

Qualifications and Experience

• Matric (Grade 12) – Required
• Tertiary qualification in Business, Credit Management, or related field – Advantageous
• 2+ years experience in a call centre environment (retentions and/or collections)
• 1+ year in a team leader or supervisory role
• Knowledge of short‑term insurance products – Preferred

Skills and Competencies

• Strong leadership and performance management
• Excellent verbal and written communication
• Effective objection handling and negotiation
• Analytical and target‑driven
• CRM and dialer proficiency
• Regulatory knowledge (TCF, NCA, POPIA)

Skills

• Backlog Management
• Customer Complaint Management
• Customer Feedback Management
• Customer‑Focused
• Customer Relationship Management (CRM) Software
• Customer Service
• Customer Service Operations
• Customer Understanding
• Data Management
• Digital Consumer Engagement
• Executing Plans
• Sales Data Management
• Strengthening Customer Relationships
• Upselling

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Drives Results
• Instills Trust

Education

NQF Level 5 - Higher, Advanced or Occupational Certificate or equivalent

Closing Date

11 January 2026, 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!