Capitec Bank Team Leader: Insurance Retention (1 Post)

Team Leader – Insurance Retention

Location: Century City, Western Cape, South Africa

Company: Capitec Bank Ltd

Apply by: 20 March 2026

Purpose of the Role
To lead, coach and manage a team of Retention Agents who give needs‑based insurance product advice, engage clients in value‑focused conversations, and drive retention, optimisation and conversion results. The role also handles campaign set‑up and execution, performance reporting, recommends and optimises campaigns, and performs quality assurance to improve quality and client outcomes.

Key Responsibilities

• Lead, coach and manage a team of Retention Agents.
• Provide needs‑based insurance advice and have value‑focused conversations with clients.
• Drive retention, optimisation and conversion outcomes.
• Set up and run retention campaigns, monitor performance, and report results.
• Recommend improvements and optimise campaigns based on data.
• Conduct quality assurance activities to uplift service quality and client outcomes.
• Ensure compliance with regulatory frameworks (NCA, CPA, POPIA, Conduct Standards).
• Maintain high standards of service delivery, operational efficiency and risk management.

Education Requirements
Minimum: National Certificate
Ideal: Regulatory Exam for Representatives (RE1)

Experience Required

• 3–5 years experience in client service, retention or insurance within financial services.
• 1–2 years experience leading teams in a service‑through‑advice or retention‑focused environment.
• Proven experience in campaign set‑up, execution and reporting.
• Demonstrated success in improving retention, conversion, quality and client outcomes.
• Experience with QA, coaching for quality and performance uplift is advantageous.

Knowledge Required

• Deep understanding of client interaction and relationship management.
• Strong knowledge of Capitec systems, tools and operational processes.
• In‑depth insurance product knowledge.
• Conflict management and complaints resolution principles.
• Consultative/needs‑based selling techniques.
• Client profiling, segmentation and personalisation strategies.
• Quality and risk management principles.
• Regulatory frameworks: NCA, CPA, POPIA, Conduct Standards.

Skills
Analytical skills, attention to detail, change management, communication, interpersonal and relationship management, problem‑solving, project management (methodology specific).

Additional Information
A clear criminal and credit record is required. Capitec is committed to diversity and will aim to meet its employment equity goals.

Apply now