Objective:

Lead and grow the car insurance renewal portfolio across all distribution channels with an execution-focused approach. Own the full end-to-end renewal journey to maximize retention, upsell/cross-sell opportunities, and customer lifetime value, while ensuring compliance and a seamless customer experience.

Key Responsibilities:

1. End-to-End Renewal Management

- Design, implement, and continually optimize the complete renewal lifecycle from pre-renewal engagement to payment and policy issuance.

- Develop segment-wise renewal journeys for different customer cohorts.

- Identify and address process leakages to reduce lapse rates.

2. Channel Ownership and Performance

- Drive renewal volumes across digital self-service, inbound/outbound call centers, agents/brokers, bancassurance, and other partnerships.

- Balance cost of retention with portfolio value.

- Identify and implement new channels and initiatives for renewal growth, including digital nudges, WhatsApp renewals, and automated payment reminders.

3. Data-Driven Execution

- Define, track, and report on key renewal KPIs including renewal rates, churn, win-back rates, and cross-sell performance.

- Use data analytics to identify high-value segments and run targeted retention campaigns.

- Develop actionable insights to improve performance across channels.

4. Team and Vendor Management

- Lead and manage internal teams such as call center operations, digital product, marketing, and compliance.

- Manage relationships with third-party vendors for outbound calling, messaging, and other communication needs.

- Ensure partner training and incentive structures are aligned with renewal targets.

5. Process Automation and Technology Enablement

- Collaborate with product and technology teams to automate reminders, smart payment links, and follow-up workflows.

- Integrate CRM, dialers, and campaign tools to maximize contactability and conversion.

- Ensure all processes comply with regulatory guidelines.

6. Customer Experience and Compliance

- Continuously reduce friction in the renewal process through simpler journeys, faster payment options, and instant policy issuance.

- Monitor and act on customer feedback to address gaps in the renewal experience.

- Ensure high levels of compliance and grievance redressal standards.

Key Requirements:

- Proven experience in managing renewal or retention functions for motor/car insurance or general insurance.

- Strong execution mindset with a track record of delivering measurable results.

- Deep understanding of multi-channel sales and service operations, especially call centers and digital platforms.

- Strong data orientation with ability to define KPIs, track performance, and derive insights.

- Hands-on exposure to CRM systems, dialers, campaign management tools, and dashboards.

- Sales-focused mindset with strong knowledge of upselling/cross-selling within renewals.

- Excellent leadership and team management skills to align cross-functional teams and partners.

- Strong customer focus with a commitment to compliance and ethical practices.

Renewal Head - Car InsuranceYear-on-year improvement in renewal ratesRenewal Head Car InsuranceYear-on-year improvement in renewal rates

Key Performance Indicators:

- Year-on-year improvement in renewal rates

- Reduction in lapse and churn rates

- Growth in upsell/cross-sell revenue from renewals

- Cost per renewal vs. customer lifetime value

- Customer satisfaction and complaint metrics