The Role
Supervise and motivate an insurance retentions team to achieve sales, retention, conversion, quality, and KPI targets. Responsibilities include coaching consultants, conducting performance reviews, managing escalated client queries, identifying cancellation risks, ensuring regulatory compliance, monitoring call quality, analyzing performance, preparing reports, and maintaining accurate operational administration.
Summary Generated by Built In
We are looking for an experienced and results-driven Retentions Supervisor to lead and support our Retentions team at Head Office in Cape Town. The successful candidate will be responsible for driving client retention, sales performance and service excellence, while coaching and developing consultants in a target-driven environment.
ResponsibilitiesQualifications
- Lead, motivate and support the Retentions team to achieve sales, retentions and KPI targets.
- Monitor team performance, productivity, quality and conversion rates.
- Coach and develop consultants to improve performance, sales and retention outcomes.
- Conduct regular one-on-ones, performance discussions and provide constructive feedback.
- Identify performance gaps and implement appropriate coaching and action plans.
- Support consultants with escalated client queries, complaints and complex retention cases.
- Drive effective retention strategies by identifying cancellation risks and sales opportunities.
- Ensure all sales and retention activities comply with company policies, regulatory requirements and quality standards.
- Monitor call quality and adherence to required processes.
- Analyse team performance and provide accurate reporting and insights to management.
- Work collaboratively with other departments to resolve operational issues and improve the client experience.
- Maintain a positive, accountable and high-performance team culture.
- Ensure daily administrative, operational and reporting requirements are completed accurately and on time.
Competencies:
- Leadership
- Results-oriented
- Clint focused
- Team Building
- Directing
- Planning
- Integrity
Minimum Requirements:
- Grade12/Matric.
- Regulatory Examination 5 (RE5) completed.
- 3-5 years experience in insurance and sales, preferably within a retentions environment.
- Minimum 2 years supervisory or management experience in a sales-driven environment.
- Strong knowledge of insurance products, processes and compliance requirement.
- Proven track record of achieving sales, retention and performance targets.
- Experience in coaching, mentoring and managing consultant performance.
- Strong understanding of KPIs, conversion rates, retention and cancellation trends.
- Excellent leadership, communication, problem-solving and interpersonal skills.
- Strong administrative, reporting and analytical abilities.
- Ability to mange escalated client queries and complaints professionally.
- Ability to work under pressure in a high-performance, target-driven environment.
- Wealth Management experience or a relevant qualification will be an advantage.
Skills Required
- Grade 12 or Matric
- Regulatory Examination 5 (RE5) completed
- 3–5 years of experience in insurance and sales, preferably in a retentions environment
- At least 2 years of supervisory or management experience in a sales-driven environment
- Strong knowledge of insurance products, processes, and compliance requirements
- Proven record of achieving sales, retention, and performance targets
- Experience coaching, mentoring, and managing consultant performance
- Understanding of KPIs, conversion rates, retention, and cancellation trends
- Leadership, communication, problem-solving, and interpersonal skills
- Strong administrative, reporting, and analytical abilities
- Ability to manage escalated client queries and complaints professionally
- Ability to work under pressure in a high-performance, target-driven environment
- Wealth management experience or a relevant qualification
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The Company
What We Do
Make ooba a new home for your career! At ooba (www.ooba.co.za), we’re proudly contributing to the growth of our country and the economy by transforming the South African home ownership market. Not only do we empower people by ‘opening doors’ to a secure financial asset for them and their families, we also help them protect their assets through our competitive range of insurance products. We do this by being pioneer and the leading brand in home loans origination for South Africa. We’re a growing and innovative business offering meaningful work with rewarding careers. At ooba, we believe in empowering our people by the introduction of innovative technology enablers and progressive people practices. Want to find out more about a career at ooba, check out our careers site at: www.careers.ooba.co.za
