Assistant Manager - Renewals

Job Description

Position

Assistant Manager- Distribution Management, Renewals

Incumbent

-

Department

Operations

Function

Operations

Reporting to

Chief Manager - Operations

Band

5A

Location

90 A

Team size (D/I)

D 2

JOB SUMMARY

• Drive Renewal Income: Drive renewal in order to generate revenue through customer retention. Self-motivated individual with strong traction and renewal chasing skills.
• Improve Persistency - Needs to work closely with all stakeholders and develop a strong rapport especially with sales team. Expected to not only drive the customer renewals but also need to bring awareness of persistency.
• Drive Auto pay/ECS registration - Drive the initiative to update the payment method and enroll existing policyholders into an auto pay mode of renewal payment i.e. ECS registration

Key Responsibilities:

• Rigorous follow-up and strong monitoring of renewal on all stages/buckets i.e. Due, Grace, Lapse, Revival, etc.
• Strong communication and interpersonal skills to ensure timely resolutions of customer queries (internal and external) and build healthy work relations
• Enable peers to achieve their respective targets by providing constructive inputs and helping where they have dependencies on my dept. - Data analytics and support
• Attending to all operations and frontline sales related meeting/conference calls and promote awareness on persistency highlighting KPI, KRA, new development, performance trackers, etc.
• Manage renewal and persistency by liaison and partnering with relevant stakeholders across all levels
• Driving various field level activities/initiatives with help of sales leaders in order to counter challenges like non-contactability as well as gauge feedback of negative customers
• Drive various renewal campaigns and RnR programs at local or regional level to drive collections on regular intervals
• Ensure high monthly collection based on the target assigned on monthly and quarterly basis along with providing superior customer services
• Ensure maximum numbers of customers to be contacted with-in the given TAT via voice calls, SMS, Emails, etc.
• Ensure that calling happen with-in TAT and required conversion as well. Calling to be done basis customer feedback i.e. follow-up, call back, PTP, etc. to be done religiously
• Regular connect with policyholders to capture the VoC and highlight malpractices observed to Sr. Leadership to ensure process and quality improvement
• Review and facilitation of conversion and assistance in closure of all dishonored renewal instruments, SI, ECS, auto pay, etc.
• Create and publish daily/weekly/monthly MIS on renewal collection progress and share with relevant stakeholders
• Strong liaison to be maintained with local sales team to ensure timely closure of pending renewal cases and trace non contactable customers

Measures of Success

• • • • Successful implementation of various improvement and strategic initiatives.
      • FY 23 - Industry leader in persistency
      • Healthy relationship score
      • RYC plan achievement of Banca Relationships

Job Description

Position

Assistant Manager- Distribution Management, Renewals

Incumbent

-

Department

Operations

Function

Operations

Reporting to

Chief Manager - Operations

Band

5A

Location

90 A

Team size (D/I)

D 2

JOB SUMMARY

• Drive Renewal Income: Drive renewal in order to generate revenue through customer retention. Self-motivated individual with strong traction and renewal chasing skills.
• Improve Persistency - Needs to work closely with all stakeholders and develop a strong rapport especially with sales team. Expected to not only drive the customer renewals but also need to bring awareness of persistency.
• Drive Auto pay/ECS registration - Drive the initiative to update the payment method and enroll existing policyholders into an auto pay mode of renewal payment i.e. ECS registration

Key Responsibilities:

• Rigorous follow-up and strong monitoring of renewal on all stages/buckets i.e. Due, Grace, Lapse, Revival, etc.
• Strong communication and interpersonal skills to ensure timely resolutions of customer queries (internal and external) and build healthy work relations
• Enable peers to achieve their respective targets by providing constructive inputs and helping where they have dependencies on my dept. - Data analytics and support
• Attending to all operations and frontline sales related meeting/conference calls and promote awareness on persistency highlighting KPI, KRA, new development, performance trackers, etc.
• Manage renewal and persistency by liaison and partnering with relevant stakeholders across all levels
• Driving various field level activities/initiatives with help of sales leaders in order to counter challenges like non-contactability as well as gauge feedback of negative customers
• Drive various renewal campaigns and RnR programs at local or regional level to drive collections on regular intervals
• Ensure high monthly collection based on the target assigned on monthly and quarterly basis along with providing superior customer services
• Ensure maximum numbers of customers to be contacted with-in the given TAT via voice calls, SMS, Emails, etc.
• Ensure that calling happen with-in TAT and required conversion as well. Calling to be done basis customer feedback i.e. follow-up, call back, PTP, etc. to be done religiously
• Regular connect with policyholders to capture the VoC and highlight malpractices observed to Sr. Leadership to ensure process and quality improvement
• Review and facilitation of conversion and assistance in closure of all dishonored renewal instruments, SI, ECS, auto pay, etc.
• Create and publish daily/weekly/monthly MIS on renewal collection progress and share with relevant stakeholders
• Strong liaison to be maintained with local sales team to ensure timely closure of pending renewal cases and trace non contactable customers

Measures of Success

• • • • Successful implementation of various improvement and strategic initiatives.
      • FY 23 - Industry leader in persistency
      • Healthy relationship score
      • RYC plan achievement of Banca Relationships