Description:
Join us as our SME Retention Team Manager, where you'll have the opportunity to shape the future of customer and intermediary success. In this pivotal role, you'll lead a dynamic team, inspiring greatness while delivering outstanding results that matter. You’ll drive retention performance, foster operational excellence, and develop talented colleagues—all within a culture focused on exceptional service and continuous improvement. If you're ready to make a meaningful impact and lead with purpose, we want to hear from you!
Key Responsibilities
- Lead, coach, and develop a high-performing, inclusive team focused on exceptional customer and intermediary outcomes.
- Foster a customer-first culture by building strong relationships, resolving complex issues, and enhancing satisfaction.
- Achieve retention targets through proactive portfolio management, trend analysis, and continuous improvement initiatives.
- Develop and maintain strong stakeholder relationships across functions to influence and deliver shared business goals.
- Ensure compliance with policies, regulations, and governance standards, promoting a culture of risk awareness and accountability.
- Monitor team performance against KPIs, drive process improvements, and ensure quality standards and operational controls are met.
- Support colleague wellbeing, engagement, continuous learning, and talent development for future capability.
- Provide accurate reporting and insights to inform decision-making and foster operational excellence.
Work Arrangements
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office in Tunbridge Wells, visiting clients or attending industry events.
Your Skills & Experience
- Strong leadership, relationship management, communication, and analytical skills with a customer-focused mindset.
- Proven experience managing client or intermediary relationships in insurance, IPMI, or financial services is preferred.
- Successful track record leading and developing high-performing customer-facing teams.
- Demonstrated ability to achieve retention, customer satisfaction, and commercial targets.
- Skilled in coaching colleagues to enhance capability and performance.
- Experienced in managing change and driving continuous improvement initiatives.
- Adept at collaborating across multiple functions and regional teams.
- Proficient in using MI and performance data to inform business decisions.