Senior Manager - Persistency - Payment Avenues

Department: Persistency

Reporting to: AVP

Designation: Sr. Manager

Grade: 4

Location: The Hub at Mumbai

IC/Team Manager role: Individual Contributor

About the Department:

The Persistency department is responsible to retain business by constantly keeping in touch with customers. This includes communicating with customers in order to provide reminders for their policy renewals, managing audits and performing quality checks by ensuring efficiency of the departmental process.

What are we looking for?

Someone who can manage payment avenues to achieve expected objectives in collection and customer satisfaction, as well as onboard new payment avenues and auto debit options to improve customer experience and persistency.

What does the job entail?

- Monitor existing payment avenues and timely resolution of issues to ensure collection and customer satisfaction

- Identify opportunities in payment avenues and auto-debit and execute the same in liaison with other departments

- Provide detailed analysis of transactions to track performance of each avenue along with objective of operating within budget

- Design strategies to drive collection through payment avenues

- Handle the complaints and service requests received from stakeholders

- End-to-end management of process and performance in all audit parameters

- Develop dashboard and MIS for tracking payments from all sources

- Maintain relationship with vendors/partners and ensure invoices are processed within time

- Liaison within the department and with different departments like Branch Ops, Customer Services etc to educate and promote payment avenues

- Manage initiatives and projects identified for payments

Essential conditions:

- Work exp: 4+ years (1 year into insurance and payments avenues)

- Work related skills: Good communication skills, stakeholder and vendor management, analytical and process management skills