London, LND, GB


Retention Manager Reinsurance L&H EMEA 

About Swiss Re

The Swiss Re Group is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. It anticipates and manages risk – from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organised into three Business Units, each with a distinct strategy and set of objectives contributing to the Group’s overall mission.


About the team
This is an exciting new opportunity within the Reinsurance EMEA L&H Portfolio Management Team, whose mandate is to drive the execution of technical aspects on significant in-force book.
The Retention Management Function is part of the Portfolio Management Team and its work is to collaborate with our direct insurance clients to deliver a professional suite of solutions for lapse reduction and improvement of policyholder engagement.


As Retention Manager, you will be responsible for driving insights on the lapse experience of the portfolio, identify and prioritize opportunities and work together with clients to seize them by deploying best practices in customer retention. You will work closely with other Functions in EMEA L&H - such as Client Market, Products, Technical Accounting and Reserving - as well as globally with Inforce Solutions and Retention Managers of other Regions to exchange best practices and develop further the suite of proprietary, customer retention management solutions.


About the role

Retention analysis and execution

  • Advanced customer retention analytics, particularly on the retail parts of the L&H portfolio and across different markets, products and distribution channels. This encompasses economic sensitivity and propensity modeling (e.g. propensity to lapse, to buy etc.)
  • Understand the relation between lapses and economic value / accounting profit emergence across different markets/ products / channels
  • Identify and propose recommendations for persistency improvement follow up on execution and monitor result
  • Understand, and be able to discuss, the expected and actual retention experience outcomes across key treaties, reasons for A/E lapse experience and for changes in future expected lapses
  • Collaborate with Technical Accounting, Experience Analysis and other relevant stakeholders to understand available data sets and gaps for timely monitoring and determination of key performance indicators for retention


Client reviews

  • Perform on-site regular reviews of the retention activities of our direct insurance clients through a combination of management interviews and analysis. Write succinct reports in respect of these reviews
  • Conduct collaborative, constructive and fact based conversations with clients on improvement areas and planning for customer retention activities moving forward
  • Develop best practice standards for clients retention reviews
  • Access and analyze global thought leadership and retention experiences from the Swiss Re Group. Coherently synthesize lessons and experiences to make them applicable to L&H EMEA and its clients. Effectively communicate the outcomes of this to relevant internal stakeholders


About you

  • Solid understanding of L&H primary insurance along the whole value chain
  • Minimum 6-8 years of experience in customer retention and distribution, at a primary life insurance or in life insurance consulting
  • Ability to drive pragmatic analysis on large data set from several sources with a view to generate valuable, actionable insights
  • Good understanding of lapse drivers (ie process, behavior or incentive driven)
  • Good understanding of the EMEA insurance industry, of main products and services
  • Very good communication and presentation skills and ability to influence
  • Pro-active self-driven, able to "think out of the box" with can do attitude and hands-on approach
  • Fluent English speaker; able to read and speak a major European language is a plus


The role will be based either in Zurich or London.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Reference Code: 83621 


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