Head of Customer Retention/Actuary
Head of Customer Retention
Moving Heads Personnel is an owner managed business and has been in operation since January 1997.
Build and support strategy implementation in the business by investigating key strategic retention opportunities and developing appropriate responses to harness them
Drive business case development for approval from the Capabilities Cluster, business units and EXCO and facilitate implementation
Establish behavioural economics as a core competency by leading a dedicated internal team and create a successful delivery precedent whilst increasing awareness
Key to the role will be providing thought leadership around industry best practice and transforming the current Retention Capability to the best of breed
Work across all business units and other entities (Namibia and South Africa)
Work with multiple departments to align efforts behind good customer retention practices
Balance complex business trade-offs in product and process design
Work across distribution channels to deliver improved retention
Retention Strategy and Solutions Development
Formulate and drive the implementation of an active customer retention strategy.
Assist Business Units with thought leadership regarding retention
Engage at both strategic and tactical level of the business
Interpret financial impact of persistency, NCCF and retention to inform strategy
Lead team to deliver new solutions that improve persistency and retention
Deliver and manage multiple projects as well as daily operational issues
Business retention monitoring
Create and monitor retention levers to ensure that processes are working as designed
Consult with business to ensure all processes support retention
Manage the Customer Retention call center and execute the vision for the operation insuring the Call Center meets customer and organization needs
Management and Team Effectiveness
Create a climate for optimal performance.
Drive operational excellence through area of supervision.
Define and implement best operating practice.
Hold first line managers accountable for managerial work, including selection, performance management and talent management.
Communicate, consult and debate to ensure that the relevant stakeholders understand the impact their processes have on client retention
Negotiate and agree scorecard with client Business Units
Establish an environment that supports the creation of innovative solutions
Challenge the status quo in dealing with work problems and opportunities
Minimum 8 years actuarial experience, of which minimum 5 years post qualification
Strong Leader with experience in managing a large team
Previous management and sponsorship of strategic type projects essential
Experience in managing business risk essential
Excellent Client Relationship Management