Retentions Executive

4 months ago

Dubai, United Arab Emirates The Cigna Group Full time

Responsible for supporting and handling Sales & Renewals via incoming queries from web based customers, brokers and intermediaries to meet their needs and complete the sale where appropriate. You will also be responsible for generating sales through outbound calls to leads generated via the web-site, broker quote tool and developing relationships with existing and new brokers and partners.
In addition, this role will be involved in supporting across all areas of the Sales team to ensure that we continue to drive growth of the individual business.

**Job Purpose**:

- As our Individual Health division continues to grow, we are seeking a Retention Manager. This role is crucial in managing policy renewals, enhancing customer retention, and supporting new business opportunities.

**Key Responsibilities**:

- Retention Strategy Execution: Implement and oversee retention strategies aimed at improving customer persistency, managing renewals, and reducing mid-term cancellations.
- Intermediary Relationship Management: Cultivate and manage relationships with key intermediaries, ensuring they are fully supported, well-informed, and engaged with our retention initiatives.
- Customer Interaction: Handle challenging customer scenarios with tact, knowing when to push back on requests that do not pose a genuine risk to business retention, while maintaining a customer-first approach.
- Proactive Broker Engagement: Regularly train, meet with, and support brokers to ensure they are equipped to effectively communicate our value proposition and retention benefits to clients.
- Data and Process Management: Utilize CRM systems and Excel proficiently to track, analyze, and report on retention metrics, ensuring data integrity and accuracy.
- Operational Excellence: Maintain a high level of organization in managing tasks, deadlines, and reporting, ensuring that all activities are completed with attention to detail and in a timely manner.
- Internal Collaboration: Work closely with internal teams, including Operations, Sales, and Marketing, to ensure alignment and effective execution of retention strategies. Engage actively in team efforts and contribute to a collaborative working environment.
- Training & Development: Proactively identify training needs within the team and among brokers, facilitating sessions to improve knowledge and effectiveness in driving retention.
- Compliance Adherence: Ensure that all retention activities are conducted in accordance with regulatory requirements and company policies.

**Experience Required**:

- UAE Health insurance Experience: Minimum of 3 years in a Retention, Sales or Relationship role.
- Intermediary Relationship Management: Experience in managing and engaging with intermediaries or brokers, with a focus on building strong, productive relationships.
- Technical Proficiency: Strong skills in Excel and CRM management, with the ability to handle and analyze data effectively.

**Skills & Qualifications**:

- Communication Skills: Strong verbal and written communication skills, with the ability to clearly articulate strategies and expectations to both internal and external stakeholders.
- Problem-Solving: Adept at handling challenging situations with customers and intermediaries, with a balanced approach to negotiation and conflict resolution.
- Attention to Detail: Highly organized with excellent attention to detail, ensuring that all tasks are completed accurately and efficiently.
- Team Collaboration: A great team player who actively engages with colleagues, contributing to a positive and collaborative work environment.
- Customer-Centric Mindset: A deep understanding of customer needs, with a commitment to providing high-quality service.
- Adaptability: Flexible and open to changes, with the ability to manage multiple priorities in a dynamic environment.

**About Cigna Healthcare**

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
- Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._

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