Retentions Manager

About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery.  Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society. 

About Discovery Vitality RSA
Vitality is at the heart of Discovery’s shared value model and aims to reward members for positive behaviour change. Vitality is a global thought leader in wellness and encourages members to live healthier lives. Vitality operates in a fast-paced and agile environment and has remained at the forefront of wellness thought leadership by delivering cutting edge innovation through bi-annual product launches. Within the team of 500+ creative minds, projects span across all areas, including marketing, finance, data, people, MIS and actuarial, servicing & operations, systems, strategic programs and wellness – providing opportunities for a holistic experience. Vitality partners with leading partners to provide members with a superior rewards experience, providing a dazzling service to our members. In all they do, Vitality people pride themselves in living the Discovery values and championing its core 
purpose of making people healthier and enhancing and protecting their lives whilst being the everyday ambassadors.

Job Purpose

To lead, manage and effectively support the Retentions department for Discovery Vitality, Implement, drive, manage and set strategies and targets for the Retentions area to deliver on their daily and monthly targets and support decreased lapse rates, increased member engagement and overall growth of Discovery Vitality’s member base. To provide a service of high standard and support to customers.

Principal Accountabilities

• Lead, manage and support the Vitality Retentions team consisting of retentions consultants and team leaders to meet daily and monthly targets consistently.
• End to end lapse management. Ensuring all lapse requests received through all member, intergroup and broker-facing channels, including inbound and outbound calls and electronic communication are actioned timeously.
• Achieving and maintaining lapse targets as set by Vitality EXCO. Ensuring reduced lapse rates and improved overall member engagement.
• Driving optimal productivity of staff through effective resource management, reporting, staff initiatives, coaching and engagement.
• Foster a culture of high performance, driving higher conversion rates and performance of staff through ongoing training, coaching and best practices.
• Use data effectively to drive Retention strategy. Real time tracking, reporting and controls of performance to drive superior results.
• Ensure the team manages all administration, escalations, and outbound processes within agreed SLAs, minimizing risk until system solutions are implemented.
• To support Vitality Engagement and Growth initiatives and campaigns.
• Maintain and update SOPs in line with Retention and compliance requirements.
• Drive operational excellence, including error resolution.
• Manage all people-related matters to ensure correct recruitment, development, and retention aligned to business needs.
• Effectively manage the Essential Call Centre Service Team to improve service delivered to
• Adhere to and develop Retention best-practice policies, procedures, and compliance standards.
• Resolve conflict optimally in disciplinary and grievance situations.
• Assist with resource planning, budgeting, and forecasting of headcount and costs.
• Ensure internal and external SLAs are defined and consistently achieved.
• Influence, motivate, and empower staff to achieve high performance and continuous learning.
• Build strong internal and external stakeholder relationships that enhance organizational efficiency.
• Promote positive team relationships, cultural diversity, and an environment of learning.
• Monitor and drive the achievement of strategic objectives.
• Display innovation and creative thinking to optimize organizational performance.
• Act as a role model for performance, values, and commitment to organizational goals.
• Engage others in decision-making, encourage consultation, and ensure effective final decisions.
• Build trusting relationships with employees that support mutual goals.
• Champion excellence in client service and consistently drive results through others.

Education; Knowledge and Experience

Essential 

• Minimum 3 years’ experience in a leadership and management role within a retentions or sales call centre (Essential)
• Six or more years’ experience within a Service Industry
• Grade 12
• Basic knowledge of Resource Planning Principles and coaching
• Strong sales or Retentions background and experience required.

Advantageous 

• Previous/Current Retentions/Sale Manager
• Formal training in Sales or Retentions
• Computer Literacy, including all Microsoft products, in particular Excel, *MS Office, MS Outlook
• Vitality knowledge
• Knowledge of Discovery Billing processes and systems

Personal Attributes

• Excellent verbal and written communication skills
• Strong numeric ability
• Attention to detail
• Leadership skills
• Interpersonal skills
• Problem solving skills
• Decision making skills
• Planning and organising skills
• Stress tolerance
• Organisational awareness
• Client and sales focus