Retention Specialist

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

You will form part of RMM within the Mass Foundation which is one of the largest customer-facing business segments in Old Mutual. Our vision is to be our customers' most trusted financial partner, passionate about helping them achieve their lifetime goals. Our mission is to enable positive futures for our customers, by bridging the gap between their resources and their financial service’s needs. Our primary goal is to facilitate access to financial solutions for our customers and to keep pace with their changing needs. Our target market is the low and emerging-middle income segment.

This role is responsible for driving of remediation actions that will aid in retention our in-force book (across multiple product platforms) as well as new business collections and persistency across various sales channels.

Responsibilities:

• Drive and manage projects, including working with cross functional teams in a matrix environment.

• Oversight and support with demand and delivery of data insights via delivery partners (internal and external).

• Partner with the Data & Analytics teams to deliver use cases to the business, based on business strategy, which includes persistency and collections across the in-force book and new business.

• Responsible for the delivery of tactical plans to deliver value through delivery of a central engagement model by using agile product delivery, working with business owners across MFC.

• Accountable for significant project delivery to business owners through specialist resources and cross functional teams.

• Assists the Business Development Team with new processes and ensuring these are in line with retention practices.

• Consults with business to ensure all processes support retention.

• Must be able to communicate and translate knowledge in multi-disciplinary teams, specifically between IT, data specialists and senior business leaders.

• Responsible for creation and coordination of regular reporting outputs.

• Responsible for sharing of customer insights and recommended actions at various engagement forums with sales channels.

• Individually accountable for managing time, tasks and output.

• Collaborates effectively with others to achieve personal results.

• Responsible for building strong working relationships with internal and external clients.

Requirements:

• Tertiary qualification, in Actuarial Science (e.g. Bachelor of Business Science, Actuarial Science, etc.) or at least 5 yrs relevant experience in Customer Management/Engagement roles within financial services industry.

• Relevant first line management experience and working in a matrix structure.

• Firm understanding of data and reporting will be preferred.

• 3 years experience in a stakeholder management role.

• Minimum of 5 years financial services experience.

• Experience working in agile teams is beneficial.

• The ability to apply analytical, integrative, lateral and systems thinking.

• Clear credit and criminal records.

Skills

Customer Retention Management, Customer Retentions, Data Reporting, People Management, Project Management, Retention Analysis, Retention Strategies, Stakeholder Management

Competencies

Balances Stakeholders

Builds Networks

Business Insight

Collaborates

Communicates Effectively

Cultivates Innovation

Decision Quality

Drives Results

Education

Bachelor of Business Science (BBSc) (Required)

Closing Date

17 June 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!