Retention Team Lead at Neilson Financial Services

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

20 Sep, 26

Salary

0.0

Posted On

22 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Performance Management, Quality Assurance, KPI Management, Customer Retention, Operational Discipline, Problem Solving, Contact Centre Management, Stakeholder Communication

Industry

Insurance

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.

Responsibilities

Lead and develop a team of retention agents through structured coaching and performance management to improve policy persistency. Own team KPIs including in-force rates and cancellation reductions while conducting QA reviews to maintain quality standards.