Customer Retention Lead, In-force Management

Responsibilities:

• Develop and implement strategies to effectively engage customers and influence successful collection of payments for identified policies.
• Collaborate with product development, marketing, and data analytics teams to design and launch new initiatives and to create targeted retention campaigns
• Monitor and analyze policyholder behavior to understand conservation opportunities and challenges and to measure the effectiveness and efficiency of retention efforts to make data-driven recommendations to achieve targets.
• Create a customer feedback mechanism to gather and analyze qualitative information to continuously improve service levels and adjust conservation strategies.
• Set clear performance goals for the Contact Center team, monitor progress, and address potential concerns impacting productivity.  
• Collaborate with cross-functional teams to streamline processes to successfully close the feedback loop and conserve customers.

Required Skills:

Communications: Strong verbal and written communication abilities to effectively influence behavior of customers. Leadership: Capability to guide and support team members in developing their skills and improving performance to deliver expected outcome. Problem-Solving and Decision-Making: Assess situations quickly and develop effective solutions to meet goals. Adapt to to changing circumstances and adjust strategies as needed. Process and Performance Management: Track and analyze team performance metrics to identify areas for improvement and ensure targets are met. Use data and analytics tools to derive insights and inform strategies for customer retention. Strategic Thinking and Execution: Develop relevant strategies focused on retention goals and follow-through with efficient execution. Explore creative ideas and approaches for improving retention processes and strategies. Customer Service/Engagement: Anticipate complex customer interactions and equip the team to handle potential concerns. Project Management: Drive projects or initiatives aimed at improving customer retention through contact center efforts.

Key Results Area:

Achievement of productivity, effectivity targets and customer retention targets. Contribution to data-driven decision-making and business optimization. Effective collaboration with stakeholders to meet objectives.

Key Behaviors:

Proactive approach to problem-solving and continuous improvement. Strong sense of ownership and accountability for key metrics.   Ability to prioritize and manage multiple tasks effectively. Willingness to learn new approaches and execute swiftly. Professionalism and integrity in handling customer data.

Experiences and Qualifications:

• Bachelor’s degree in Business Administration, Communications, Marketing, Management, or any related field.
• Proven experience as a Customer Retention Lead, or similar role, with a strong understanding of customer behaviors and effective strategies to influence desired action.
• Deep understanding of insurance products and customer retention strategies

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].