Retention Manager (Call Centre)

AXA Cooperative Insurance – KSA

Job PurposE: To develop & implement the Retention strategy for Call Centre in conjunction with Personal Lines (Call Centre) business plan. To lead a team of 12-15 team members in order to increase the retention rate for PL line of business.
Main Accountability:

  • Lead and manage the retention team in the Call Centre.
  • Identify & build new retention strategies in order to ensure that all the KPIs are met.
  • Differentiate between good and poor risks and ensure knowledge base increases through the comprehension of underwriting standards.
  • Create and execute business plans in conjunction with the Call Centre Manager to drive sales and growth.  Identify target segments and create campaigns.
  • Generate and analyze internal reports for planning and monitoring purposes both for direct reports and portfolio.
  • Take responsibility for the corporate image and environment of customer service center(s) (look and feel).
  • Maintain competitor edge by being aware of local competition and take forward initiatives based on this information.
  • Work in conjunction with Operational Excellence in terms of ‘Voice of the Customer’ and process improvement initiatives.
  • To monitor and maintain the departmental key performance indicators as outlined by the Management.
  • Monitor, evaluate and report on business trends to be able to plan and implemet staffing schedules based on business demands and customer volumes.
  • To assist with the hiring, developing and evalaution of all staff, including handling correction action when necessary.

Business Knowledge:

  • Good understanding of all retail products, systems and processes
  • Good knowledge of local competitors

Additional Knowledge:

  • IT skills in terms of preparing reports, data extraction and statistical analysis
  • Team leadership skills
  • Good knowledge of AXA Gulf and AXA Group

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