Team Leader: Retentions

Old Mutual; Johannesburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

A leading financial services provider in Johannesburg seeks a Team Leader for Retention/Collections. The role involves managing a team, monitoring performance, and driving customer-centric engagement. Ideal candidates have 2+ years in call centers and leadership experience, preferably with knowledge of short-term insurance products.

Qualifications

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

Responsibilities

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

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 or equivalent

Job description

Overview

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

Responsibilities

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

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)

Qualifications and Experience

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

Education

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

Closing Date

27 September 2025, 23:59

EEO Statement

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.