Chief Manager: Customer Retention

Context & Role:

Candidate will be responsible for driving 13th and 25th month Persistency targets for the organization. In addition, candidate will be responsible for managing customer communication /Projects /Audit & compliance, with support of IT, digital team, Sales, Branches, VRM, Call Center

Key Responsibilities:

• 13th and 25th Month persistency targets for the organization are achieved by ensuring that the assigned channel achieve the target.
• Data allocation strategy for call center/Branch Ops /VRM
• Designing and implanting strategy for ensuring achievement of the targets on persistency and renewal collection
• Continuous benchmarking with the best Life insurance players of the industry and adopting best practices
• Work closely with Sales and Distribution team and BOPS/VRM team across branches to drive persistency
• Ensuring effective utilization of Call Centre resources to achieve the above targets
• Ensuring system automation with the help of IT for all projects related to persistency initiatives
• Responsible for managing customer communication related to persistency & renewal collection
• Responsible for managing regular data driven lapse reinstatement campaign

Desired qualifications and experience :

• MBA/ Postgraduate /Graduate with experience in insurance industry
• 8 - 10 years in life insurance industry out of which 4-5 years in managing persistency and renewal collection function.
• Proven management and administrative experience
• Experience in working in a competitive financial service, regulated environment
• Ability to plan and meet deadlines