About The Role

We are looking for an experienced and results-driven Retentions Supervisor to lead and support our Retentions team at Head Office in Cape Town. The successful candidate will be responsible for driving client retention, sales performance and service excellence, while coaching and developing consultants in a target-driven environment.

Lead, motivate and support the Retentions team to achieve sales, retentions and KPI targets.
Monitor team performance, productivity, quality and conversion rates.
Coach and develop consultants to improve performance, sales and retention outcomes.
Conduct regular one-on-ones, performance discussions and provide constructive feedback.
Identify performance gaps and implement appropriate coaching and action plans.
Support consultants with escalated client queries, complaints and complex retention cases.
Drive effective retention strategies by identifying cancellation risks and sales opportunities.
Ensure all sales and retention activities comply with company policies, regulatory requirements and quality standards.
Monitor call quality and adherence to required processes.
Analyse team performance and provide accurate reporting and insights to management.
Work collaboratively with other departments to resolve operational issues and improve the client experience.
Maintain a positive, accountable and high-performance team culture.
Ensure daily administrative, operational and reporting requirements are completed accurately and on time.

Competencies

Leadership
Results-oriented
Clint focused
Team Building
Directing
Planning
Integrity

Minimum Requirements

Grade12/Matric.
Regulatory Examination 5 (RE5) completed.
3-5 years experience in insurance and sales, preferably within a retentions environment.
Minimum 2 years supervisory or management experience in a sales-driven environment.
Strong knowledge of insurance products, processes and compliance requirement.
Proven track record of achieving sales, retention and performance targets.
Experience in coaching, mentoring and managing consultant performance.
Strong understanding of KPIs, conversion rates, retention and cancellation trends.
Excellent leadership, communication, problem-solving and interpersonal skills.
Strong administrative, reporting and analytical abilities.
Ability to mange escalated client queries and complaints professionally.
Ability to work under pressure in a high-performance, target-driven environment.
Wealth Management experience or a relevant qualification will be an advantage.