Retention Team Lead

Neilson Financial Services -
Sydney NSW

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Job Details

Full-time
10 days ago

Benefits

Life insurance

Full Job Description

Retention Team Lead – Life Insurance

Sydney | Full-Time Onsite Mon-Fri

Start date: Monday 27th July 2026

At Neilson Financial Services, we help Aussie and Kiwi families protect what matters most. Since launching in the UK in 2012, we've grown into an award-winning international life insurance provider with offices across four countries, and our Sydney team is one of the most energetic parts of that story.

We're looking for someone who genuinely cares about the people on the other end of the line. If you find satisfaction in solving problems, staying calm under pressure, and leaving customers better off than when they called, this role is worth a look.We are looking for a driven Retention Team Lead to join the ANZ team. This is a frontline leadership role focused on coaching and developing a team of retention agents, owning team-level performance across in-force rates, cancellations and dishonours, and delivering measurable improvements in policy persistency.

What you'll be doing

Leading and developing a team of retention agents through structured coaching and performance management
Owning team KPIs including in-force rates, cancellation rates and dishonour reduction
Conducting regular QA reviews and calibration sessions to maintain quality standards
Identifying trends behind customer cancellations and escalating insights to the Head of Retention
Driving operational discipline and embedding consistent performance standards across the team
Supporting continuous improvements to processes and the end-to-end customer journey

What we're looking for

Demonstrated ability to lead and develop frontline teams in a contact centre environment
Strong coaching skills with a track record of improving agent performance
Results-focused with a clear ownership mindset
Commercially aware and comfortable operating in a KPI-driven, regulated environment
High standards for quality, accountability and customer outcomes

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.

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