Retentions Team Manager

Pineapple; Johannesburg; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A dynamic insurance company is seeking a passionate Retentions Team Manager in Johannesburg, South Africa. The role involves leading a high-performing team, driving retention performance, and enhancing customer loyalty. Key responsibilities include operational management, recruitment, and maintaining service quality. Candidates must possess strong leadership skills, relevant certifications, and at least two years of experience in a similar role. Apply by emailing your resume to [e-mail].

Responsibilities

• Conduct regular coaching sessions to drive team performance.
• Monitor and manage service levels, workloads, and ticket assignments.
• Lead the recruitment of Retentions Advisors.
• Maintain performance documentation and daily stats.
• Manage escalated customer calls and complex retention cases.
• Collaborate with internal teams to align retention goals.

Skills

Strong leadership and coaching capabilities

Analytical mindset and data-driven decision-making

Excellent communication and interpersonal skills

High emotional intelligence and resilience under pressure

Strong compliance discipline and attention to detail

Proactive problem-solving and adaptability in a fast-paced environment

Ability to motivate and maintain a high-performing team

Education

Matric (Grade 12)

RE5 and Class of Business certification

Completed FAIS / Recognised qualification

Fully Fit & Proper

Minimum 2 years in a Retentions leadership or senior agent role

Job description

Pineapple has exciting news to share. We are looking for a talented, passionate and solutions oriented Retentions Team Manager to join the Retentions Team.

About Us:

Pineapple Tech PTY LTD is a dynamic and innovative short-term insurance company that leverages technology to provide exceptional insurance solutions to our customers. We believe in making insurance simple, transparent, and accessible to all.

As part of our continued growth, we are looking for a Retentions Team Manager to lead a high-performing team and play a key role in strengthening customer loyalty and driving retention performance.

Key Objectives and Responsibilities:

General duties and responsibilities of a Retentions Team Manager at Pineapple include but not limited to :

Leadership and Coaching

• Conduct regular one-on-one sessions and coaching to drive performance and skill development.
• Maintain team energy and engagement.
• Ensure full compliance with departmental SOPs, rules, and processes.
• Take accountability for supervisory responsibilities.

Operational Management

• Monitor and manage hourly service levels, daily workloads, and ticket assignments.
• Manage and approve agent leave, ensuring business continuity and balanced coverage.
• Oversee floor management, handle escalations, and take manager calls when required.
• Manage adherence to rosters, and drive participation in performance incentives.
• Management of workload, inbound calls, tickets and outstanding requests.
• Management of TIA Collection Bins and Cases.

Recruitment and Development

• Lead the recruitment and selection of Retentions Advisors.
• Forecast staffing requirements and plan for future hires and roles.
• Identify individual and team development needs and implement coaching plans accordingly.

Administration and Reporting

• Maintain accurate, up-to-date documentation including:
• Daily and hourly team performance stats.
• Leave rosters and headcount tracking.
• Performance reviews, coaching documentation, and meeting minutes.
• TIA work bins and policy lists.
• Discount and sales issue tracking.
• Ensure all management actions and team communications are properly recorded and accessible.

Customer Experience and Quality

• Monitor QA and CXA scores to ensure high service quality.
• Personally manage escalated customer calls and complex retention cases.
• Work closely with Quality Assurance and Compliance teams to maintain Pineapple’s standards and regulatory obligations.
• Collaboration and Strategy.
• Identify areas for improvement and execute departmental strategies.
• Collaborate with Sales, Marketing, and Claims teams to align retention goals and cross-functional initiatives.
• Contribute ideas for campaigns, process enhancements, and new retention strategies.

Qualifications:

• Matric (Grade 12).
• RE5 and Class of Business certification required.
• Completed FAIS / Recognisedqualification required.
• Fully Fit & Proper.
• Minimum 2 years in a Retentions leadership or senior agent role (insurance industry experience preferred).

Skills:

• Strong leadership and coaching capabilities.
• Analytical mindset and data-driven decision-making.
• Excellent communication and interpersonal skills.
• High emotional intelligence and resilience under pressure.
• Strong compliance discipline and attention to detail.
• Proactive problem-solving and adaptability in a fast-paced environment.
• Ability to motivate and maintain a high-performing team.

Personal Attributes

• Integrity: Consistently demonstrates professionalism and ethical conduct.
• Resilience: Thrives in a demanding, high-performance environment.
• Accountability: Takes full ownership of outcomes and team results.
• Transparency: Communicates openly and honestly with team members and stakeholders.
• Energy and Positivity: Builds a motivated, customer-focused team culture.

Values Alignment

As a leader at Pineapple, the Retentions Team Manager is expected to model and uphold our values in every aspect of their work. In addition, the Retentions Team Manager will be expected to uphold and reinforce the below values within their team:

• Transparency: Communicate openly, honestly, and fairly at all times.
• Customer Obsession: Put the customer at the heart of every decision.
• Innovation: Continuously seek ways to simplify and enhance the customer journey.
• Accountability: Own your outcomes and learn from every experience.
• Collaboration: Foster teamwork and build strong relationships across departments.
• Integrity: Always doing the right thing, even when no one is watching.

How to Apply:

Please email your resume (CV) to [e-mail] and SUBJECT:Retentions Team Manager). The closing date for applications is Monday, 24 November 2025.