Retention Operations Manager

£Competitive + Bonus + Benefits
26 Feb 2018
26 Mar 2018
Contract Type
Full Time

Vitality, Retention Operations Manager, Stockport, £Competitive + Bonus + Benefits

Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.

In exchange for your hard work and commitment to Vitality in this Retention Operations Manager role, we have designed a generous benefits package to reward our employees, this includes;

- A bi-annual bonus scheme

- 25 days holiday plus bank holidays

- Vitality Private Medical Insurance

- Stakeholder Pension Plan with employer contribution

- Vitality Partners and Rewards

- Access to great onsite facilities

- Stockport central location – 10 min walk from bus station and train station plus, free local parking

Responsibilities as our Retention Operations Manager include:

- Track, analyse and proactively manage the performance of the in sourced renewals operation to ensure achievement of business objectives

- Recruit, manage and coach the in sourced renewals team to optimise performance utilising wider resources from -L&D, compliance, analytics, digital and marketing

- Devise and implement strategies to increase retention and customer engagement working in collaboration with colleagues across the business

- Manage the operation within the operational budgets and build business cases for investment to drive ongoing improvement as appropriate

- Work closely with stakeholders across the business to continually improve retention performance  

- Review analyse and continuously improves processes and campaign structures to drive improved performance

- Ensure adherence to all quality frameworks, guidelines and targets for compliance and soft skills

- Lead by example, adopting the company behaviours and driving an ambitious sales culture throughout the department

- Create a high performance culture where people have the freedom and desire to develop and aspirations to over achieve

- Develop and be accountable for the business plan FTE requirements

Skills and Experience require of our Retention Operations Manager:

- Significant experience of proven leadership and management  capability in a blue chip call centre environment

- Proven ability to deliver against sales/retention and service targets

- Detailed understanding of call centre process methodologies and the ability to apply them in practice

- Ability to work in a matrix environment and to galvanise teams around an agreed agenda that is to the benefit of the wider business

- An understanding of how to build, motivate and mature call centre teams

- Experience of managing teams with dialler and CRM platforms

- Experience of working in a regulated financial services operational environment

- Ability to engage and influence people at all levels

- Strong analytical skills

- Excellent planning and organisational skills

- Excellent communication, coaching and feedback skills

- Understanding of health insurance servicing or sales / retention and insurance broker distribution models (Desirable)

- Experience of managing multiple priorities to strict deadlines (Desirable)

Working for Vitality as a Retention Operations Manager 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 please click ‘apply’ today.