We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.
We currently have an exciting opportunity for a Retention Manager - Trading & Business Process to join our Marketing team in Haywards Heath, West Sussex.
Deliver the customer retention strategy in line with agreed budgeted targets. Lead oversight, governance & continuous improvement of core retention business processes to ensure delivery of customer expectations whilst meeting regulatory requirements.
To be successful in this role, you’ll need to :
Have experience in Risk Management
Be able to effectively manage customer incidents and issues
Have experience in product management or trading
Have experience of working in an Insurance setting
Job Responsibilities :
Lead the ongoing governance & continuous improvement of the core business processes of retention, cancellation & MTA to ensure they are delivered in accordance with group operational policies and adhere to regulatory guidelines.
Lead the resolution any core process issues
Lead tactical commercial initiatives across functional teams to deliver new capability or improvements in retention performance
Support the retention forecasting, budget and retrospective analysis processes
Support creation and lead execution of the customer retention strategy with a strong focus on minimising cancellation rates and maximising renewal retention rates
Maintain risk register (as applicable), providing evidence and commentary for controls, updates for mitigating actions and maintaining control matrices and attestations
Support the maintenance of the risk register (as applicable), providing evidence and commentary for controls, updates for mitigating actions and maintaining control matrices and attestations
Lead the development of new strategies and initiatives from concept to commercialisation to drive the retention change agenda
Access and analyse information, data and market intelligence from multiple sources and create insight to optimise trading activities and support new strategies
Lead the commercial reporting on business performance and proactively deal with emerging issues or exploiting opportunities
Put in place appropriate engagement with cross functional teams to support the delivery of group wide business objectives
Ensure compliance with company and other relevant standards / regulations at all times. Maintain department risk registers (as applicable), providing evidence and commentary for controls, updates for Mitigation Actions and maintaining control matrices and attestations.
Also, to ensure that your team are aware of their responsibility to identify and report risk
Any other reasonable duties as required
Job Specific Competencies :
Experience of working within a highly regulated environment
Understanding of the insurance / financial services industry, its products and key regulations
Strong stakeholder management experience within a fast paced, matrixed environment
Proven team leadership, experience in building, motivating and inspiring high-performance teams
Ability to flex leadership style in order to engage and influence a wide range of stakeholders
Exposure to insurance business functions pricing , digital, finance, operations, underwriting
Exposure to senior management level and above in a customer-focused business
Highly numerate and analytical. Ability to solve problems and distil complex information into clear insight and recommendations
Ability to influence senior stakeholders and external suppliers
Highly motivated self-starter
Ability to take quick confident decisions at a strategic level to move things forward
Structured thinking to find solutions to complex problems and the ability to adopt a pragmatic way forward
Strong leadership skills - ability to lead teams and champion the customer retention agenda
Ability to communicate complex information in an easily digestible format to key stakeholders
Confidence in prioritising and balancing competing work streams
Excellent communication & presentation skills, both verbal and written
Good time management and organisation skills
Attention to detail
Entrepreneurial mind-set with the ability to spot opportunities
Strong organisational & planning skills
Be confident in prioritising and balancing competing work streams
Ideally an excellent understanding of retail insurance products, the insurance industry and the different distribution channels
Subscription-based businesses in other sectors will be considered
Professional, confident and personable
Commercially focused with a strong customer ethic
A flexible approach and positive attitude
An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities
Able to work on own initiative and also collaboratively as part of a team
Able to manage internal and external stakeholders
Strives to drive business improvements to contribute to the success of the business
Self-motivated, enthusiastic, target driven and results focused
Analytical by nature with an aptitude for data-based decision making.
A driven attitude to deliver change and rapidly overcome obstacles.
What can we do for you?
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer
Fantastic training and development opportunities
Employee benefit packages to suit your lifestyle
YOUday we give you an extra day off to celebrate a special day
The opportunity to take a paid day off each year to do charity work
A health cash plan
Help with travel expenses
The opportunity to buy additional holiday
Company pension scheme
Group life assurance
Enhanced maternity and paternity pay
Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home.
In addition, we provide wellbeing events throughout the year to support physical and mental health.