Combined Insurance is seeking a Manager, Client Retention & Loyalty to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 95 years. Come join our team of fun, hard-working, talented professionals!
As a value-adding member of the Operations leadership team, facilitates the development, implementation and improvement of client retention and revenue preservation. Has direct oversight of the retention strategy as well as a team of retention specialists. Executes on best practices that drive retention, operational efficiency, service quality excellence, and employee engagement while being accountable for the achievement of increased retention and loyalty.
This individual will drive close rates, APV, and cross sales through effective coaching and development, alignment of team capabilities to business objectives, and by facilitating the overall directional strategy for conversions through effective outbound strategies (phone, email, etc.), persistency improvements, and overall improvements in the client experience.
As the primary leader for the Retention team, ensures the Retention team is aligned and executing on performance objectives. Provides direction and sets daily team goals and objectives. Using influence, builds and evolves relationships with departments that support similar objectives and partners with the Sales and Marketing organization to address common customer needs or challenges.
Business Acumen: The ability to apply technical expertise, special knowledge, maturity and judgment to business issues and, as a result, improve team performance.
Influence: Understands how the company works, manages the matrix, and collaborates with and influences others to get things done, even without formal authority.
Inclusive Team Leadership: Effectively manages the performance of all team members, motivating and inspiring others toward achieving specific goals.
Execution: Effectively and efficiently uses personal initiative, managerial authority and organizational resources to deliver on commitments.
Ownership: Takes full accountability for achieving (or failing to achieve) desired results.
Integrity & Courage: Upholds and models the values of Combined, even in challenging situations, when making decisions and communicating to others.
Strategic Focus: Incorporates a long-term perspective on Combined and the markets in which Combined operates into both planning and execution
Duties and Responsibilities
What You Need for this Position
Our ideal candidate would live around the GTA and work at our Markham office however, we are willing to consider candidates from other locations.