Retention Operations Manager

Vitality, Retention Operations Manager, Bournemouth, GBPCompetitive + Bonus + Benefits
We re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m+ UK members and more than 25m globally, we re out to make the world a healthier, happier place.
That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you ll enjoy: Free places to Vitality sponsored run events, online fitness classes, and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks, and access to our full range of partners and rewards.
It s what we call offering shared value because a healthy, happy team is good for us, good for our members, and good for you.
As our Retention Operations Manager, you ll get the benefits our members enjoy, including:
Our award-winning private Vitality Health insurance + wellness incentive programme
Access to The Vitality Programme - Apple Watch, Waitrose and Partners, Garmin, Amazon Prime, Champneys Spa days, Rakuten TV, and half-price gym memberships to name a few!
Personal health fund + Life Assurance
Stakeholder Pension Plan with employer contribution
25 days annual leave + Bank holidays + option to buy and sell 5 more
Flexible benefits package
Internal incentives, competitions, and awards - a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime
A genuine opportunity to grow and establish a long-term career
As our Retention Operations Manager, you will support the operational integrity of the Retention function, directing and controlling resources, engaging key stakeholders internally and externally to ensure the achievement of a profitable revenue and service levels against budget, thereby ensuring Customers and Brokers/Partners are provided with high quality and efficient service.
Your accountabilities as our Retention Operations Manager will include:
Developing a clear strategy that embodies the view of the customer and supports the business in fulfilling its net growth aspirations
Taking accountability for commercial decision making
Building of strong member, Group Secretary, but particularly Broker and Partner relationships to support both the sales and retention agenda
Ensuring adequate MI and reporting is in place to monitor performance of Retention Teams and Brokers/Partners and provide information to improve results
Working with the Strategic Account Manager to deliver Broker performance in line with business plan.
Leading people through development and performance management, creating an environment that allows freedom and supports aspiration
Delivering project work, either acting as lead or representing an operational area, ensuring project outcomes can be successfully implemented at an operational level
Driving a lean service environment, implementation, and management of process improvements to reduce failure and improve the Customer Service experience
Developing strategies to promote cost-effectiveness and lead team in delivery of initiatives
Identifying potential issues/challenges and design solutions to address, either within own authority or in conjunction with the Director of Retention Operations
What we re looking for in our Retention Operations Manager:
Significant experience in leading teams, reporting and presentations
Proven leadership capability in a Blue-Chip call centre environment
Proven ability to deliver against targets
Experience of working with Brokers and Partners
Delivering results through third parties
Detailed understanding of business process methodologies and the ability to apply them in practice
The ability to work in a matrix environment and to galvanise teams around an agreed agenda that is to the benefit of the wider business
Understanding of how to take people on a change journey as a leader that enables the business to prosper
Excellent communication, coaching and feedback skills
The ability to prioritise and manage own workload in a pressured environment and guide prioritisation for others in team
The ability to engage and influence people at all levels
Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.
Our people are chosen for their skills, knowledge, enthusiasm, and attitude but above all, their belief that anything can be achieved.
If you feel you have the skills and experience to become our Retention Operations Manager, then please click apply today