Administration Team Leader

Administration Team Leader page is loaded Administration Team Leaderlocations: Johannesburgtime type: Full timeposted on: Posted Todaytime left to apply: End Date: April 22, 2026 (7 days left to apply)job requisition id: R48819# Job Description The Retentions Team Leader at FNB Life will be responsible for managing and leading a dynamic team focused on retaining customers who have expressed intent to cancel their life insurance policies, have lapsed their policies, or are in default of premium payments. The role requires proactive management of both inbound and outbound retention activities, implementation of effective objection handling strategies, and continuous improvement of retention outcomes in line with FNB Life's commitment to customer value and sustainable business growth. R ole Responsibilities: • Lead, motivate, and manage the retentions team to achieve and exceed retention targets and KPIs.• Oversee daily operations of the retentions desk, ensuring prompt and professional handling of customer cancellation requests via telephone and email.• Direct outbound campaigns targeting customers with lapsed policies or defaulted premium payments, with the aim of policy reinstatement and retention.• Develop, implement, and refine objection handling strategies and scripts to maximize customer retention.• Monitor team performance, provide coaching and feedback, and conduct regular training sessions to enhance product knowledge and retention techniques.• Analyse retention data and trends to identify areas for improvement and report findings to management.• Collaborate with other departments (e.g., Customer Service, Underwriting, Marketing) to ensure a seamless customer experience.• Ensure all retention activities comply with regulatory requirements and FNB Life's internal policies.• Handle escalated customer cases and complex retention scenarios with professionalism and empathy.• Contribute to the overall customer experience strategy and support initiatives to improve customer loyalty You will be an ideal candidate if you have: • Matric (Grade 12) required; a tertiary qualification in Business, Insurance, or a related field is preferred.• Minimum 3-5 years' experience in insurance customer retentions contact centre environment, preferably lifeinsurance, with at least 2-3 years in a supervisory or team leader role in a similar environment. Experience in a sales environment could also be considered.• Proven track record in managing teams and delivering high performance in retention or sales-driven environments• Experience in life insurance or financial services sector highly advantageous Skills and Competencies: • Strong leadership and people management skills.• Excellent communication, negotiation, and objection handling abilities.• Ability to analyse data, identify trends, and implement improvement strategies.• Customer-centric approach with a focus on empathy and problem solving.• Results-driven, with a high level of initiative and accountability.• Proficient in MS Office and experience with CRM/call centre systems.• Ability to work under pressure and manage multiple priorities.• Commitment to regulatory compliance and ethical standards. Key Performance Indicators: • Retention rate of at-risk policies.• Team achievement of outbound campaign targets.• Quality of customer interactions and resolution of objections.• Compliance with internal and regulatory requirements.• Team engagement and development metrics. Important Closing Date Note # Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 22/04/26All 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.Introduce yourself to our recruiters and we will get in touch if there's a role that seems like a good match.Should you have any queries, please log it via .