Key Responsibilities:

Build and Manage Retention/Preservation Department:

• Establish and lead the retention/preservation department within Life and Funeral Operations.
• Develop departmental goals, strategies, and operational plans aligned with business objectives.

Develop and Implement Collection Strategies:

• Design and implement effective collection strategies to improve retention rates.
• Manage collections processes, ensuring timely and efficient resolution of outstanding balances.

Data Analysis and Strategy Development:

• Utilize customer data and analytics to identify trends, insights, and opportunities for improving retention.
• Develop and implement churn reduction strategies based on data-driven insights and industry best practices.

Cross-functional Collaboration:

• Collaborate closely with other departments (such as Customer Service, Sales, Product and Finance) to align retention strategies with overall business goals.
• Communicate effectively with stakeholders to gain buy-in and support for retention initiatives.

Monitoring and Reporting:

• Monitor key retention metrics and performance indicators.
• Prepare regular reports and presentations on departmental performance and trends.

Continuous Improvement:

• Continuously evaluate and improve retention and churn reduction strategies.
• Stay abreast of industry trends and best practices in retention and collections management.

Requirements:

Matric qualification:

• 8 years of proven experience in a retention/collections environment, preferably within the financial services or insurance industry.
• Minimum of 2 years in a leadership or managerial role, with demonstrated ability to lead and develop a team.

OR

• Matric
• Relevant tertiary qualification (e.g., Business Administration, Finance) is an added advantage.
• 5 years of proven experience in a retention/collections environment, preferably within the financial services or insurance industry.
• Minimum of 2 years in a leadership or managerial role, with demonstrated ability to lead and develop a team.
• Strong understanding of customer behaviour and market dynamics in the context of retention and collections.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organisation.
• Proficiency in data analysis and reporting tools.
• Strong project management and organisational skills, with a keen attention to detail.