Client Retention Manager

Old Mutual Nigeria - (See More Jobs) 4 ★ 1 Reviews

June 28, 2018
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Old Mutual Nigeria is recruiting for fulltime Client Retention Manager.

Job Details

Old Mutual Nigeria consists of a Life Assurance and General Insurance business and provides a wide spectrum of insurance solutions tailored to meet unique individual and corporate clients' circumstances.

We are recruiting to fill the position below:

Job Title: Client Retention Manager

Ref No: 1097/NIGE/EU/Client Retention Manager/Nigeria/270618

Location: Nigeria 

Start Date: 2018-06-27

Contract: Permanent

Category: Insurance


  • This role is individually strategically accountable for Customer Relationship Management in order to maximize Customer Retention, policy renewals and Customer Loyalty across the Life and General business.

Job Specification

  • Manages the daily operations of the Retention team for RMM, Bancassurance and GI retail Business
  • Direct and coordinate retention activities of the company
  • Plan, coordinate and supervise activities on outbound calls to Customers informing them about the status of their RMM policies and renewable policies
  • Develop processes that lead to enhanced cross selling and up selling to our customers
  • Manage Customer data for the purpose of policy cross selling.
  • Manage the team for performance

Key Result Areas
Business Retention Monitoring:

  • Accountable for implementing a process that track and monitor policy retention levers to ensure Customers are retained within the business.
  • Ensuring that premium collection methods are optimal, monitoring and enhancing the tracking criteria.
  • Taking ownership for retention assumptions in calculation of financial results as well as forecasting during the year
  • Plan, Direct and coordinate the daily work flow of customer interaction process (Customer engagement, keep-in touch) from policy inception till renewal.

Building new retention capabilities:

  • Finding and implementing new premium collection functions that will assist the Retail Mass Market.
  • Accountable for the Implementation of a Customer Retention Loyalty Scheme to maximise potentials for rewarding and retaining customers.


  • Works with multiple departments to ensure processes adhere to good client retention practices
  • Collaborate closely with the Sales, Operations, Finance, Marketing and IT teams in attending to Customers’ complaints and enquiries that arise from renewal retention  

Client Retention strategy:

  • Engages with business leaders at both strategic and tactical level on client retention processes.
  • Engage with customers on Complaints resolution and policy cancellation requests
  • Daily coordinate, supervise all failed premium payments by contacting customers through all the approved available communication options.
  • Analyse Retention data, focusing on resolving root causes for an improved RMM persistency ratio through all relevant channels.
  • Enhance the process of providing data feedback to all sales teams on premium collection status.
  • Develop process improvement initiatives and manage projects that pertain to customer retention
  • Analyze reports of findings from customer’s complaints and recommend appropriate measures to minimize reoccurrence of complaints.
  • Develop process improvement initiatives and manage projects that pertain to customer retention.

Stakeholder Management:

  • Communicates and consults with relevant stakeholders to ensure a significant impact of internal processes on client retention.
  • Relationship building - Initiates, maintains and manages relationships with third parties in relation to client retention.
  • Generates and anaylses reports on Retention tracking and improvements to Management
  • Provides customer analysis to propose avenues for prospective business development initiatives.
  • Works closely with business and team heads in the Retail Business

Consulting with business:

  • Consult with business Heads to ensure all processes, customer touch points and systems support Customer Retention.
  • Provide weekly reports for policy status trends on OIPA and TIA.
  • Manages  accounts within an operational budget for Customer Loyalty Scheme

Job Requirements

Min Required Experience:

8 year(s)

Min Qualification:

Bachelor's Degree/HND

Desired Courses:

Not Specified

Other Requirements:

Minimum Requirements
Experience & Skills:

  • Bachelor's degree (as a minimum).
  • Minimum of 8 years in a Customer Services role.
  • Good knowledge of customer relationship manager system (CRM).
  • Experience in a Supervisory role
  • Insurance industry experience
  • Knowledge of Life Insurance products
  • I.T proficiency (good knowledge of MS packages – Word, Excel, PowerPoint)
  • Very good communication skills (verbal and written)
  • Must have a passion for Sales / Business development
  • Very good Presentation skills

Application Closing Date
11th July, 2018.

Method of Application 
Interested and qualified candidates should:
Use link to apply online

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About Old Mutual Nigeria

  • Type: Private
  • Headquarters: 3rd Floor EDC Building 19 Adeola Odeku Road Victoria Island Lagos Nigeria

Old Mutual in Nigeria, comprising a Life Assurance and General Insurance business, is a subsidiary of Old Mutual Limited, a premium African financial services group that offers life protection, genera...Know More about Old Mutual Nigeria

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