Senior Corporate Retention Associate (Small Business) at Reliance HMO

Description

The Senior Corporate Retention Associate (Small Business) plays a pivotal role in leading and supporting the Small business Retention team to ensure optimal client satisfaction to drive retention and revenue growth. This role combines technical expertise, project management, and leadership skills to address customer needs, manage escalations, and drive the team's performance.  

Job Responsibilities:

• Technical and Product Support: Provide support to team members, leveraging deep product knowledge and technical expertise to optimize solutions and enhance client satisfaction. 
• Team Leadership and Meetings: Lead and organize regular team meetings to review performance, address challenges, and ensure the team meets deliverables. 
• Negotiation Representation: Assist CRAs in negotiation meetings, offering high-level representation to secure client retention and manage escalations. 
• Point of Escalation: Serve as the primary escalation point for CRAs, collaborating across units to resolve service issues and maintain high customer satisfaction. 
• Project Management: Support the CRE in supervising the team, driving motivation, and ensuring project deliverables are met within established timelines. 
• Coaching and Onboarding: Onboard new team members, providing mentorship and training to ensure a smooth transition and ongoing professional development. 
• Reporting: Prepare and deliver reports on team progress and specific assignments as required by the CRE. 
• Customer Retention Analysis: Conduct in-depth analysis of retention metrics, identifying areas for improvement and implementing strategies to enhance client retention.

Requirements

• B.Sc./HND degree 
• Minimum of one year experience in Corporate Retention or a similar role.  
• Strong written and spoken communication skills 
• Strong analytical thinking skills 
• Strong project management skills 
• Ability to work in a team environment.