About the Job
Responsible for leading the strategic direction, execution, and performance monitoring of customer retention and engagement initiatives across the Agency & Banca Channel. This role focuses on improving contribution collections, reducing policy lapse rates, enhancing customer experience, and fostering cross-functional collaboration to drive sustainable business growth.
Key responsibilities:
- Lead and implement retention and engagement strategies across Agency & Banca Channel to improve customer loyalty and contribution collections.
- Design and execute multi-channel campaigns aimed at reducing policy lapses and increasing reinstatements.
- Responsible for analyzing customer and certificate data, as well as customer behavior patterns, to develop effective retention strategies. This includes identifying key drivers of lapse and designing targeted interventions to address them.
- Map and optimize customer journeys to identify and resolve friction points, improving overall satisfaction and retention.
- Drive collection efforts for renewals and reinstatements, including targeted initiatives such as MHIT.
- Own and manage content strategy, messaging templates, and personalization efforts to enhance communication effectiveness.
- Collaborate with cross functional team e.g., CX, Agency, Banca, Strategy, Marketing, IT, and other stakeholders to ensure alignment and seamless execution of retention initiatives.
- Monitor and report performance metrics to the Senior Management Team (SMT), providing insights and recommendations for continuous improvement.
We are looking for people who
- Experienced professional with a degree or higher education and a minimum of 12–15 years of experience in the financial industry, preferably in Takaful or Life Insurance.
- Proven track record in leading customer retention, engagement, or transformation initiatives.
- Strong leadership and stakeholder management skills, with the ability to influence cross-functional teams.
- Excellent analytical, problem-solving, and decision-making abilities.
- Effective communication and interpersonal skills, with a customer-first mindset.
- High level of integrity, accountability, and adaptability to change.
- Demonstrates alignment with the organization's core values through expected
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