Senior Manager - Persistency

Purpose of the Job.

The Senior Manager in Persistency is responsible for facilitating the achievement of persistency scores and overall renewal & revival collection, through call center management, driving new initiatives, interfacing with branches & channels.

Key focus areas:

Achievement of Business Targets

The Senior manager will be required to develop an understanding of products, customer behaviors and historic trends in order to develop targets and drive persistency numbers. The incumbent will also be expected to conduct regular assumption mapping to check if the patterns are as per expectations, else initiate course correction measures.

He/she will Implement strategic measures to boost persistency levels, monitor all initiatives and campaign launches

Management of call center activity and service levels

- Lead strategies and optimize existing processes at the Call Center

- Conduct regular internal checks to critically evaluate the performance

- Plan for the effective handling of in process policies /products of HDFC SL

- Ensure Compliance to all legal and regulatory norms

- Manage the overall productivity of call center and maintain key data and reports at regular basis

- Handle all escalated queries and communication

- Focus on VOC on an ongoing basis and align the processes tocustomer feedback

TEBT

- Acting as SPOC for TEBT for entire persistency department

- Ensure timely deployment, UATs, integration, etc.

Cost, Budgeting & tracking

The senior manager will manage persistency budgets,facilitate timely release of budgets, map the monthly expenses and study expense ratios for the call center

Team Management

- Monitor productivity & capability of the teams

- Build efficient managers