Job Description

Hello Future Administration Team Leader,  

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FR Life Assurance, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

• Manage costs / expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Proactive supervision of people to avoid customer breakdown by managing and resolving all customer queries efficiently, and within agreed timelines.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Track, control and influence activities with the specific aim to increase and improve operational efficiencies.
• Collate, manage and report on daily / weekly / monthly operational progress as aligned to strategic objectives.
• Ensure appropriate skilling and adequate capacity of team members for the adherence to operational and service standards.
• Manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.
• Manage personal and Team Management development to increase own skills and competencies for the Team Leader function and future Managerial growth opportunities.

Key Responsibilities

Team Leadership & Development

• Supervise, mentor, and support a team of Retention Agents to ensure high performance and engagement.
• Conduct regular one-on-one coaching sessions, team meetings, and performance reviews.
• Identify training needs and coordinate with Learning & Development to upskill team members.
• Foster a positive, customer-focused team culture that aligns with company values.

Performance Management

• Monitor and analyze individual and team KPIs such as save rate, churn rate, CSAT, and AHT.
• Implement performance improvement plans where necessary and recognize top performers.
• Use data-driven insights to drive continuous improvement in team performance.

Customer Retention Strategy Execution

• Implement and refine customer retention strategies and campaigns in line with business goals.
• Ensure agents are equipped with the right tools, scripts, and offers to retain customers effectively.
• Collaborate with marketing and product teams to align messaging and retention offers.

Customer Escalation Handling

• Act as the point of escalation for complex or high-risk customer cases.
• Resolve issues promptly and professionally, ensuring customer satisfaction and loyalty.
• Document and analyze escalations to identify root causes and prevent recurrence.

Reporting & Insights

• Prepare daily, weekly, and monthly reports on team performance, customer feedback, and churn trends.
• Present insights and recommendations to senior management to inform strategic decisions.
• Track the effectiveness of retention initiatives and suggest improvements.

Process Optimization

• Identify inefficiencies in workflows, systems, or customer touchpoints that impact retention.
• Propose and implement process improvements to enhance customer experience and operational efficiency.
• Ensure all processes are documented and updated regularly.

Cross-Functional Collaboration

• Work closely with Sales, Customer Service, Billing, and Product teams to ensure a seamless customer journey.
• Share customer feedback and churn insights to influence product development and service enhancements.
• Participate in cross-departmental projects aimed at improving customer lifecycle management.

Compliance & Quality Assurance

• Ensure all team activities comply with company policies, industry regulations, and data protection laws.
• Conduct regular quality assurance checks and audits on customer interactions.
• Provide feedback and corrective actions to maintain high service standards.

You will be an ideal candidate if you have:

• Matric (Grade 12)
• Relevant bachelor’s degree (will be ideal) 
• Experience: At least 5 years’ experience in long-term insurance Retentions/Sales team leader role

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you have the following:

• Adaptable and curious
• Have a proven successful track record.
• Thrive in a collaborative environment.

Apply now if you are interested in taking the next step. We look forward to engaging with you!

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.