Role Purpose
The Head of Customer Retention will work closely with the Chief Executive Officer in executing the Customer Retention Strategy for Pension and Group Life corporate accounts. The role is responsible for overseeing the retention, growth, and servicing of Pension and Group Life accounts through effective client relationship management, proactive stakeholder engagement, and customer-centric service delivery, while maintaining strong relationships with direct clients, brokers, and intermediaries. The role also serves as a key representative of the company's brand, promoting the organization's reputation through professional interactions with key stakeholders and the consistent delivery of high-quality service and adherence to all applicable laws, regulations, governance standards, and company policies.
Key Responsibilities & Role Scope
- Execute the Customer Retention Strategy for Pension and Group Life corporate accounts in close collaboration with the CEO.
- Oversee the retention, growth, and servicing of Pension and Group Life corporate accounts.
- Maintain strong relationships with direct corporate clients, brokers, and intermediaries through client relationship management and proactive engagement.
- Ensure customer-centric service delivery across all institutional account interactions.
- Promote organizational reputation and act as a brand ambassador during stakeholder interactions.
- Ensure full compliance with relevant laws, regulations, governance standards, and internal policies.
Academic Qualifications & Experience
- Bachelor’s degree in Finance, Economics, Actuarial Science, Business Administration, Insurance, or a related field from a recognized institution.
- Master’s degree in Finance, Business Administration, Economics, or a related field will be an added advantage.
- Professional qualification in Investments or Finance such as CFA, CISI, CPA, is an added advantage.
- Relevant insurance or pensions qualification such as CII, IIK, LOMA, or equivalent will be an added advantage.
- Minimum of 8-10 years' experience in the financial services industry, with significant exposure to Pensions, Group Life Insurance, or Corporate Relationship Management.
- Proven experience in managing institutional client portfolios, customer retention, and relationship management.
- Proven track record in driving client retention, portfolio growth, stakeholder engagement, and service excellence.
- Strong understanding of pensions and insurance regulations, governance, risk management, and corporate account management.
