Head - Customer Retention & Experience - Insurance

Job Purpose:

- The job holder will be responsible for managing Customer Retention (renewals, Persistency and Surrender Retention) and Customer Experience metrics

- Preferably from the Insurance background and with prior experience Vendor management & 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 & rigour.

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

- Responsible for quality of all interventions & rigour

Job Requirements:

Qualifications : Post Graduation preferred

Experience: 11-12 years

Functional Competencies

- Good Vendor Management & Stakeholder 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