Head of Service and Retention

About the role

As Head of Service and Retention, you’ll strategically lead a centre of excellence spanning call centre and customer administration teams, with responsibility for both direct and indirect leadership across a large, diverse workforce. Your focus is simple and influential: deliver consistently high-quality service while driving meaningful improvements in customer retention.

You’ll design, implement and evolve Chubb Life NZ’s retention strategy across all customer-facing channels, ensuring teams are equipped with the right tools, insights and capability to reduce lapses and support customers through complex or sensitive moments, including financial hardship.

This role plays a key part in lifting organisational maturity, bringing structure, data-driven decision-making and continuous improvement to service and retention.

You’ll partner closely with senior leaders across Customer, Marketing and Growth, influencing outcomes and aligning service delivery with broader business objectives.

In this key role you’ll

• Lead and execute customer service and retention strategies aligned to Chubb Life NZ’s vision and growth objectives

• Own lapse management and retention initiatives, including hardship support strategies, driving sustained improvements in customer outcomes

• Lead, inspire and develop high-performing leaders and teams, embedding accountability, collaboration and customer-centricity

• Drive operational excellence, continuous improvement and innovation through technology, automation and digital enablement

• Partner with internal and external stakeholders to align service delivery, retention activity and capability uplift across the organisation

To be successful and grow in this role, you will ideally bring the following

• Proven senior leadership experience leading large, multi-layered customer service or contact centre environments

• Strong customer-centric mindset with a track record of designing and delivering effective service and retention strategies

• Commercial and strategic capability, with the ability to translate strategy into practical, measurable outcomes

• Deep operational expertise, including quality, compliance, risk and performance management
• Data-driven decision-maker with strong stakeholder engagement and communication skills

Location:

Wellington or Auckland (Takapuna)

Role Type

Full Time, Permanent

Learn more about Life at Chubb

Benefits on offer when you join Chubb Life NZ

• Flexible working

• Group Life, Trauma, Income, Healthcare and Travel Insurance

• Additional annual leave

• Bonus + Stock Purchase options

• Wellbeing subsidy and partner discounts

• Endorse my cause & payroll giving

Chubb Life NZ’s commitment to you

• We will demonstrate care for our people and selflessly support your growth and development.

• We will foster an inclusive environment that embraces diversity and ensures psychological safety and well-being for everyone, regardless of location.

• We invest in our people through great work experiences, opportunities for projects and assignments, and a commitment to formal development.

Why you’ll love working for Chubb Life

Chubb Life is the international life insurance division of Chubb, the world's largest publicly traded multiline insurer. Chubb Life operates in 31 markets within Asia Pacific, Latin America, Europe and the Middle East.

At Chubb Life Insurance New Zealand, we're committed to providing high-quality insurance products and services that help protect New Zealanders.

We aspire to being a people-centred culture. Chubb Life is committed to equal employment and celebrates individual differences by creating a workplace environment where everyone feels welcomed, respected, and valued, where we wear our Rainbow Tick with pride.

We place customers at the heart of what we do. We support our customers by listening and understanding their needs, communicating honestly and clearly, and striving to make decisions free of personal bias. We take feedback seriously and commit to promptly put things right if we get them wrong.

Our Values

Across the world, Chubb is guided by our five key values

• Integrity, Customer focus, Respect, Excellence, Teamwork
  
  

Applications will be reviewed on a rolling basis as they are received. The position may be filled, and the advertisement may be closed before the stated closing date. Early application is encouraged.

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