Manager, Retention and General Advice

MLC Life Insurance. We have been protecting Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

**Our Purpose**

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by **Our Values** of **_Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High_**. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

**Our Strategy**

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all of us to be at their best every day, we offer a flexible, hybrid work environment centred on development, wellbeing, recognition and contribution.

With more than 1500 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

**The Role**

We are looking for a Manager, Retention and General Advice to join our Individual Insurance team based in Melbourne.

This exciting role will bring together your operational and strategic experience within the financial services industry. Your primary responsibility will be leading an end-to-end phone-based loyalty team. In addition, you will support the strategic development and delivery of our newly established general advice capabilities, as well as proactively driving retention strategies across insurance products to ensure we maintain our existing business.

**You will be responsible for**:

- Lead a team of Leads and Quality & Enablement Consultants in delivering Factual Information and General Advice capabilities to our customers;
- Support our Leads in effectively managing a phone-based team of Loyalty Associates;
- Deliver loyalty team outcomes against performance metrics by ensuring the efficient and effective operation of the Loyalty team, supported by the development and delivery of strategic and tactical initiatives;
- Support the strategic development and delivery of our newly established general advice capabilities;
- Train, coach and develop the skills and capability of Loyalty Associates by providing targeted, focused, formalized training and coaching plans on technical knowledge;
- Maintain an appropriate level of expertise in all products, processes and systems to be able to contribute to the execution of work within the team;
- Contribute to analysis of customer data and trends, providing recommendations & suggestions on new initiatives that will improve retention;
- Maintain effective business and risk management practices, including authorisation, training and compliance of team members with FSRA requirements and external legislation and the maintenance of relevant training records, and be able to demonstrate these to industry regulators (eg APRA); and
- Maintain a thorough understanding of the relevant telephony, products and customer record management systems and the support functions required.

**About You**
- Tertiary qualification in a business-related discipline
- Experience managing complex stakeholder relationships
- Strong operational & leadership experience, ideally in Team Lead Call Centre role
- Demonstrated experience building strong cross functional working relationships within a matrix environment
- Experience across sales, business development & retention strategies
- Excellent written and verbal communication skills

**Why Choose Us?**

At MLC Life Insurance, you will have the opportunity to:

- enjoy flexible, hybrid work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
- embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
- access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
- wellness and lifestyle offerings including access to _Uprise - our Digital Wellbeing Program_, as well as discounts on a variety of lifestyle and entertainment products and services.


**Primary Location***: AU-VIC-Docklands

**Work Locations***: Level 14, 727 Collins St Level 14 727 Collins St Docklands 3008

**Job***: Business Enable