Customer Care and Retention Manager

1 week ago

Sydney, New South Wales, Australia Neilson Financial Services Full time

Company Description

At Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products.


We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market.

Today, we have offices in the USA, Canada, Ireland, and Australia.


The Customer Care and Retention Manager is a key leadership position within Neilson, responsible for managing Customer Service, Claims and Customer Retention activities, delivering an exceptional experience for customers across all touchpoints, following the sale of a life insurance policy.


This position plays a critical role in maintaining customer satisfaction, resolving escalated issues, and optimizing the efficiency and effectiveness of Customer Care and Retention Operations.


Working closely with the Customer Transformation Lead and Group Head of Retention, the Customer Care and Retention Manager will take a hands-on approach to implementing and evolving existing Customer Care processes, driving an ethos of continuous improvement and delivering excellent outcomes for customers.


Duties & Responsibility
As the Customer Care and Retention Manager, your primary responsibilities will include:

  • Orchestrating optimal customer service performance by fostering a customer-focused, high-energy atmosphere within the team.
  • Conducting impactful oneonone sessions with Customer Care and Retention Agents, offering personalised coaching and development plans to enhance their performance.
  • Leading, mentoring, and managing direct reports within the Customer Care function; initially Agents and as the team grows, the role will have Team Managers as direct reports.
  • Setting clear performance expectations and goals for Team Managers/Agents, monitoring their progress, and providing regular feedback and coaching.
  • Inspiring and engaging the team through effective team meetings, buzz sessions, and incentives to consistently achieve outstanding results.
  • Managing the completion and timely updating of weekly and monthly trackers, dashboards, and performance reports, taking full accountability for team results.
  • Monitoring and reviewing key service metrics and performance indicators to effectively manage the quality of service.
  • Generating regular performance reports, analyzing data to identify trends, areas for improvement, and opportunities to enhance efficiency.
  • Overseeing claims handling to ensure that claims are dealt with empathetically, administered accurately, handled efficiently, and documented appropriately.
  • Handling customer complaints or complex issues, in accordance with Neilson's complaints handling procedures, ensuring prompt resolutions.
  • Collaborating with sales and marketing teams to gather customer feedback, identify areas of improvement, and implement strategies to enhance customer satisfaction and retention.
  • Supporting the maintenance of Customer Service, Claims, and Retention procedure manuals.
  • Upholding a positive, supportive, and engaging leadership style when communicating changes, updates, or launching new initiatives.
  • Making a substantial contribution to the team's success and the company's overall objectives.

Embodying the core values of the company:
Customer Focused, Results Driven, and Team Spirited.

Qualifications

  • Proven management expertise in a managerial role within the insurance industry, preferably with expertise in life insurance and customer service management.
  • Indepth knowledge of the Australian insurance industry, including policies, regulations, and customer protection guidelines.
  • Strong leadership abilities with the capacity to inspire and develop teams, driving them towards exceptional performance.
  • Outstanding communication skills, with the ability to make an immediate positive impact in conversations.
  • Exceptional problemsolving and decisionmaking skills to address complex customer issues and provide satisfactory resolutions.
  • A customercentric mindset with a strong focus on delivering excellent service, building relationships, and enhancing customer satisfaction.
  • Demonstrated ability to analyze data, generate reports, and draw insights to drive process improvements and enhance team performance.
  • Strong organizational skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
  • Knowledge of claims processing procedures and familiarity with relevant insurance terminology.
  • Ambitious mindset focused on continuous improvement and innovative thinking.
  • Openminded and adaptable to new approaches, challenging traditional industry norms.
  • Willingness to commit to a 37.5hour workweek.

Attributes

  • Exemplary customercentric approach.
  • Exceptional leadership and coaching capabiliti

  • Customer Care and Retention Manager

    1 week ago

    Sydney, New South Wales, Australia Neilson Financial Services Limited Full time

    At Neilson, we're dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products.We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international...

  • Customer Retention Manager Retail Banking

    1 week ago

    Sydney, New South Wales, Australia Bendigo and Adelaide Bank Full time

    Customer Retention Manager | Retail BankingYour new role with Bendigo Bank is just a few clicks away.Position description: PD - Customer Retention Closing date: Wednesday, 8th May 2024In Retail Banking our customers are at the forefront of everything we do, and our promise is to help customers improve their financial wellbeing and as Customer Retention...

  • Retention Execution Manager

    1 week ago

    Sydney, New South Wales, Australia Bupa Full time

    BUPAEmployment Term:12month Fixed TerM/Full TimeLocation:Flexible / Working from HomeApplication Closing Date:22nd September 2023About the opportunity:Are you ready to make a significant impact on customer retention and enhance Bupa's strategic NPS? We're seeking an enthusiastic and dynamic individual to lead the charge in integrating and implementing...

  • Customer Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia Resolution Life Full time

    Customer Retention Specialist At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwideResolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With...

  • Customer Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia WOW Recruitment Full time

    WOW Recruitment is thrilled to be the exclusive recruitment partner for a dynamic and rapidly expanding fintech company based in Sydney.The company's growth trajectory has created a crucial opening for a Customer Retention Specialist – scheduled to start in July 2024 or earlier.Offering a competitive salary range of $75k to $80k + Super + CommsEmbrace a...

  • Customer Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia Resolution Life Full time

    Customer Retention SpecialistAt Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwideResolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With...

  • Night Manager

    1 week ago

    Sydney, New South Wales, Australia Standards for customer satisfaction and retention. Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Pier One Sydney Harbour Autograph Collection, 11 Hickson Road, Sydney, NEW SOUTH WALES, AustraliaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementPier One Sydney Harbour is Sydney's leading lifestyle hotel, designed for experience seekers, built over the water on...

  • Customer Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia Resolution Life Full time

    At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwideResolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and 1.5...

  • Customer Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia Resolution Life Full time

    At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwideResolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and 1.5...

  • Client Retention Manager

    1 week ago

    Sydney, New South Wales, Australia Brilliantalent Full time

    Our client is a leading financial services provider. They relentless commitment to regulatory compliance, technological innovation, and exceptional customer service is driven by a vision to empower their clients with the best trading conditions. As the Client Retention Manager, you'll lead in comprehending company's wide-ranging customer demographics,...

  • Customer Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia Resolution Life Full time

    Customer Retention SpecialistAt Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwideResolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With...

  • Customer Care Manager

    1 week ago

    Sydney, New South Wales, Australia Polestar Full time

    The opportunityIn this position you will be the local point of contact to handle Polestar Customer Care related situations working together with our key stakeholders in the market and centrally to drive and deliver an exceptional service to our customers. In this way you're responsible for understanding and reporting the 'Customer Service Performance'. This...

  • Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia Veritas Recruitment Full time

    Truly positive culture, busy team environment - Global brand Amazing new offices with Parking and hybrid offered 12% Super contribution and commissionThe CompanyCruise into the future with this prestigious brand with a reputation for providing luxurious vehicles to the automotive market, this company invests in its people, through training, culture and...

  • Team Manager Retention

    3 weeks ago

    Sydney, New South Wales, Australia AMP Full time

    Job Description If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into...

  • Team Manager Retention

    1 month ago

    Sydney, New South Wales, Australia AMP Full time

    Job Description If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into...

  • Retentions Specialist

    1 week ago

    Sydney, New South Wales, Australia B & K Consulting Full time

    We are working with one of the Life Industry's leading Insurers, a multi award winner, and an institution that places their customers at the heart of everything they do.The retention specialist role plays a critical role in educating the customer base and helping to implement "objection handling" techniques, which will help to cement customer relationships...

  • Retention Specialist

    1 week ago

    Sydney, New South Wales, Australia Wow Recruitment Pty Full time

    WOW Recruitment are proud to be an exclusive recruitment partner for this ambitious and fast-growing fintech company in Sydney.Their continued growth plans see the critical need for a Customer Retention Specialist – to commence in July 2024 or before.Approximately $75k to $80k + Super + CommsA diverse and vibrant international environmentSocial events -...

  • Retention and Development Coordinator

    1 week ago

    Sydney, New South Wales, Australia Beaumont People Full time

    Direct Marketing Coordinator Surry hills location close to transit options Full time maternity leave contract with the possibility of permanency Join a closeknit team with significant fundraising growth over the recent yearsAbout the RoleThis is an exciting opportunity to join and contribute to a team with a significantly high achieving revenue portfolio....

  • Director, Retention

    1 month ago

    Sydney, New South Wales, Australia Adobe Full time

    JOB LEVELM60/P60EMPLOYEE ROLEPeople ManagerThe opportunityAdobe is currently seeking a new leader for our ANZ Renewals and Retention team within the Sales organization. We are a dynamic team that brings energy and passion to the company every day. We partner closely with the Sales and Customer Success organizations to demonstrate the value for customers...

  • Growth & Retention Lead

    1 week ago

    Sydney, New South Wales, Australia eFinancialCareers Ltd. Full time

    Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our...