Retention Manager/Call Centre Jobs in Dubai – UAE at AXA Group Operations Malaysia Sdn Bhd

Title: Retention Manager/Call Centre

Company: AXA Group Operations Malaysia Sdn Bhd

Location: Dubai – UAE

Type: Full Time

Category: Management, Insurance

Position: Retention Manager (Call Centre)

Job Purpose

To develop %26amp; implement the Retention strategy for Call Centre in conjunction with Personal Lines (Call Centre) business plan. To lead a team of 12-15 team members in order to increase the retention rate for PL line of business.

Main Accountability:

Lead and manage the retention team in the Call Centre.

Identify %26amp; build new retention strategies in order to ensure that all the KPIs are met.

Differentiate between good and poor risks and ensure knowledge base increases through the comprehension of underwriting standards.

Create and execute business plans in conjunction with the Call Centre Manager to drive sales and growth. Identify target segments and create campaigns.

Generate and analyze internal reports for planning and monitoring purposes both for direct reports and portfolio.

Take responsibility for the corporate image and environment of customer service center(s) (look and feel).

Maintain competitor edge by being aware of local competition and take forward initiatives based on this information.

Work in conjunction with Operational Excellence in terms of ‘Voice of the Customer’ and process improvement initiatives.

To monitor and maintain the departmental key performance indicators as outlined by the Management.


Monitor, evaluate and report on business trends to be able to plan and implemet staffing schedules based on business demands and customer volumes.

To assist with the hiring, developing and evalaution of all staff, including handling correction action when necessary.

Business Knowledge:

Good understanding of all retail products, systems and processes

Good knowledge of local competitors


Additional Knowledge:

IT skills in terms of preparing reports, data extraction and statistical analysis

Team leadership skills

Good knowledge of AXA Gulf and AXA Group



Minimum Requirements of Role:

Minimum of Secondary Education. Progressing towards a recognized insurance or sales qualification

Minimum of 7 years in customer service or sales role

Retail insurance products, leading/managing teams, time management, report writing %26amp; planning, financial awareness


About AXA Group Operations Malaysia Sdn Bhd