IDBI Federal Life Insurance - Manager - Persistency & Customer Retention

Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job.)

- Productivity management of the team involved in doing transactions pertaining to Reinstatements, Refund, Auto Debit

- Call Centre performance tracking and guiding for improvements by analysis of the performance and the gap in collections

- Developing predictive models based on analytics to predict the life cycle behaviour of products across all channels

- Analyzing information from the field, developing, forecasting and proactively executing plans to ensure a structured and continuous focus on persistency at all possible customer contact points

- Design and execute competitive contests that will drive teams on Field (Branch Operations or Sales) to collect Renewal Premiums for improving Persistency across different baskets

- Constant engagement with the Sales force across PAN India for all channels

- Developing the HNI & Non HNI customer engagement strategies to enhance customer satisfaction & leading to higher retention & overall persistency. Drive collections of HNI cases with the help of team at hand

- Strategizing & creating the customer engagement model for all sales channels and providing direction to the outbound persistency tele calling unit within the Call Centre

- Leverage digitization initiatives like SMS/IVR/Email communication, along with devising methods to streamline customer interfaces and payment touch points. Should be able to draft communications for customers.

- Formulating & developing the Score card models for different Sales Channels, products, regions, agents, agencies, banks, AMs

- Preparation and dissemination of MIS related to persistency for Senior Management, Channels and Regulators at periodic intervals

- Liaise with IT team for system enhancements - should be able to convey requirements & deliver the enhancements within close timelines

- Ability to manage large amounts of data and analyze it via SQL &/or Excel

Bhavna Singh
9594192476