Head - Renewal & Retention

Job Responsibilities :

- Ensure achievement of Renewal Collection targets

- Ensure achievement of Persistency targets

- Manage outsourced activities & outbound call center vendors for Renewals & achieve targets

- Ensure Retention of customers and improve surrender retention

- Ensure smooth functioning of operational activities of ECS and other related processes

- Planning, strategizing and implementation of various action plans for improving persistency, renewal collection and retention

- Launch & manage contests, R&R for vendors and internal sales teams

- Identify opportunities to improve renewal collections through innovative means through alternate modes of collection & data enrichment

- Data Analysis and data mining for strategy formulation

- MIS and other related information

Key Performance Indicators :

- Improve operational efficiency for enhanced customer service and streamline internal processes pertaining to Billing, ECS Registrations, Surrender Retention, MIS reporting, System enhancements & ISO audit

- Retain maximum policies by convincing the customers

- Skill and Personality Development of team Quantitative

- Manage overall cost for the renewal collection activity, Improve collections through Vendors & Internal Sales team

- Achieve 13th month Persistency Targets and Overall Collection targets

Preferred Credentials :

Work experience :

- Strong collections and retention projects experience while working with either a consulting setup or a shared services setup.

- Exposure to Insurance clients is preferred. Candidates who have worked with an insurance company and then moved into Global operations roles with MNC Insurers can also be considered.

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