Head of Service and Retention

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• 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

• 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

• Flexible working
• Group Life, Trauma, Income, Healthcare and Travel Insurance
• Additional annual leave
• Bonus + Stock Purchase options
• Wellbeing subsidy and partner discounts

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