AVP - Customer Retention - Life Insurance Firm

Industry background:

Our Client is a well established Life Insurance Company. Established in 2011, the company is part of India's leading diversified financial services organization.

Role: AVP - Customer Retention

- The job holder will be responsible for managing renewals, persistency and Surrender Retention metrics.

- Preferably from the Insurance background and with prior experience Vendor management & Campaign managing campaigns, and interacting with stakeholders. This is a target-oriented profile and therefore the person should be used to working under high-pressure situations.

- Proficiency in MS-Office suite of applications (e.g. V lookup, Validation, Pivot Table, Conditional formatting etc.), data management/reporting/Dashboard/MIS.

- Good verbal communication and email drafting skills

Key Responsibilities

Managerial Responsibilities 

- Responsible for Persistency strategy, engagement, and intervention design and efficacy measurements

Functional Responsibilities 

- Regular interaction with Field, Sales & Regional Operations team to ensure adherence to TAT and effective closure.

- Should possess good verbal & written communication skills as this profile involves calling customers/emailing & dealing with various stakeholders.

- Handle complaints/queries received at the renewal department and provide a quick solution by doing thorough RCA and co-ordination.

- Proficient knowledge of Ms. Excel (e.g. V lookup, Validation, Pivot Table, Conditional formatting etc.), data management/reporting/Dashboard/MIS.

- Willing to handle multiple tasks and open to handle different business related requirements.

- Responsible for the creation of detailed frameworks and communication designs through the use of effective channel & rigor.

- Responsible for all regulatory MIS, insights, and capture of customer VOC

- Responsible for quality of all interventions & rigor

Job Requirements

Qualifications: Post Graduation preferred

Experience: 11-12 years

Functional Competencies - 

- Good Vendor Management & Stake holder experience (preferably collection/retention)

- Knowledge of MS office tools

- Good knowledge of life insurance products.

Behavioral Competencies :

- Ability to deliver under high pressure

- Good verbal & written communication skills.

- Analytical skills

- Assertive Nature

- Leadership Skills

- Problem-solving skills

Key Interactions:

- Internal Nature or purpose of interaction

- Business heads - Day to interaction with Field team, Sales & Regional Operation teams.

- Staff - Dealing with Group staff with respect to the policies related queries pertaining to insurance product and severing them with utmost service at our end

- Channel Partners - Interacting with them for the areas of challenges and concern- respect to customer service and retention