Health Insurance Retentions Team Lead

Position Overview
The Health Insurance Retention Team Lead is responsible for managing and guiding a team of Health Insurance Retention specialists to ensure member satisfaction, loyalty, and long-term engagement. This role focuses on reducing churn, improving customer experience, and driving retention strategies that align with organizational goals. 

Location: Quezon City, Philippines 
Employment Type: Full-Time 
Hourly Rate: PHP 40,000 - PHP 50,000/Annually 

Key Responsibilities Team Leadership & Management 

Team Leadership & Management 

• Supervise, coach, and mentor retention specialists to achieve performance targets. 
• Conduct regular performance reviews and provide ongoing training and development. 
• Foster a positive, collaborative, and customer-focused team culture. 

Retention Strategy & Execution 

• Develop and implement retention initiatives to minimize member attrition. 
• Monitor customer accounts for risk indicators and proactively engage with at-risk members. 

Customer Engagement 

• Handle escalated member concerns with empathy and professionalism. 
• Ensure timely resolution of issues while maintaining compliance with health insurance regulations. 
• Build strong relationships with members to reinforce trust and loyalty. 

Data Analysis & Reporting 

• Track retention metrics, churn rates, and customer satisfaction scores. 
• Provide actionable insights and reports to senior management. 
• Identify trends and recommend improvements to processes and policies. 

Qualifications 

• Bachelor’s degree in Business, Healthcare Administration, or related field (preferred). 
• 3- 4 years experience in Health Insurance Market place products specifically ACA 
• Proven leadership experience managing teams in a customer-facing environment. 
• Strong analytical skills with the ability to interpret data and develop strategies. 
• Strong communication and negotiation skills with a customer-first mindset. 
• Ability to handle high-pressure situations and turn objections into opportunities. 
• High level of accountability and integrity 

Compensation  
The published salary range is used as a guide to provide prospective candidates with a level of compensation that is competitive with today’s market. The salary range for this position is a good faith estimate that allows for flexibility to align with various levels of experience, education, and performance.  

EEO Statement  
Topaz HR is an Equal Opportunity Employer, and we do not discriminate on the basis of race, color, religion, gender, national origin, age, disability, or any other status protected by applicable law. We value and are committed to creating an inclusive environment for all employees.  

Please Note: Topaz HR is conducting this search on behalf of one of our clients. The employer's name will be disclosed during the interview process, and all hiring decisions will be made directly by the client.