This position directs strategic retention efforts across Insurance brands, focusing on consolidating and optimizing inbound retention service operations across both Agent and Direct distribution channels. The role ensures the centralization, prioritization, implementation, and expansion of Sales/Retention staffing, training, best practices, materials, tools, processes, and systems. The Retention Strategy Leader will manage collaborative relationships with stakeholders, including senior and executive leadership across functions and the enterprise, to develop and implement strategies that align with broader business objectives. The role also provides leadership support to retention teams to drive strategic initiatives across functions and the enterprise.
Qualifications:
- Bachelor’s degree preferred.
- Insurance education such as CPCU or related courses preferred.
Experience:
- Five+ years in the insurance or related industry.
- Five+ years in contact center management.
- Minimum 2 years as a Director-level leader of leaders or equivalent
- Demonstrated experience leading contact center transformation
- Experience in insurance and operations/product experience, preferred.
TECHNICAL SKILLS
- Leadership; Influencing;
- Communication;
- Presentation skills;
- Superior interpersonal and organizational skills;
- Relationship Building; Knowledge of Operations;
- Coaching/Mentoring; Team Building; Collaboration;
- Conflict Management;
- Analytical skills;
- Computer literacy;
- Project management skills in alignment with Client People Leader Capabilities.
What We Do
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
