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Job Requisition (JR) – Deputy Manager, Renewals Operations
Position
Deputy Manager – Renewals Operations
Location
Gurugram
Role Purpose
The Deputy Manager will be responsible for managing and optimizing the end-to-end customer lifecycle, including onboarding, renewals, premium collections, free-look cancellations, and grievance management. The role requires strong analytical capabilities, operational excellence, and the ability to leverage data-driven insights to enhance customer retention, service quality, and process efficiency.
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Key Responsibilities
- Manage and driveFree Look Cancellation (FLC) andGrievance Redressal (GIR) operations, ensuring timely resolution and adherence to regulatory guidelines.
- Conduct detailed analysis of FLC and grievance trends to identify key drivers, root causes, and areas of improvement.
- Benchmark current processes and performance againstindustry best practices and recommend actionable solutions to reduce avoidable inflows and improve customer experience.
- Design and implement initiatives toreduce FLC and grievance volumes through process enhancements, customer communication improvements, and proactive interventions.
- Evaluate the effectiveness of thePre-Issuance Verification Call (PIVC) process and identify opportunities to strengthen quality checks.
- Recommend and implement customer-centric changes to the PIVC framework to improve customer understanding of product features, benefits, and policy terms.
- Develop mechanisms to identify and preventnon-quality business at source during the onboarding stage, thereby improving policy persistency and reducing early cancellations.
- Collaborate with Distribution, Operations, Customer Service, Product, and Compliance teams to address process gaps and drive sustainable improvements.
- Leverage analytics, Python, and Advanced Excel to generate insights, build dashboards, and support data-driven decision-making.
- Monitor key operational metrics, present findings to leadership, and drive continuous improvement initiatives based on actionable recommendations.
- Prepare management presentations highlighting trends, root-cause analysis, benchmark studies, business impact, and proposed solutions.
- Support strategic projects focused on enhancing onboarding quality, customer retention, and overall customer experience across the policy lifecycle.
Required Skills Competencies
Technical Skills
- Strong analytical and problem-solving skills.
- Proficiency inPython for data analysis, reporting, and automation.
- Advanced Excel (Pivot Tables, Power Query, Advanced Formulas, VBA preferred).
- Experience in dashboarding and MIS reporting.
- Knowledge of Power BI/SQL will be an added advantage.
Domain Knowledge
- Strong understanding of theLife Insurance policy lifecycle.
- Knowledge of customer onboarding processes.
- Experience inRenewals and Premium Collection operations.
- Understanding ofFree-Look Cancellation processes and regulatory requirements.
- Experience in handlingCustomer Grievances and Escalations.
- Knowledge of customer retention and service excellence practices.
Behavioral Competencies
- Strong presentation and stakeholder management skills.
- Excellent communication and interpersonal abilities.
- Ability to convert complex data into meaningful business insights.
- High ownership, accountability, and attention to detail.
- Strong team collaboration and problem-solving skills.
Educational Qualification
- Bachelor's degree in Engineering, Statistics, Mathematics, Commerce, Business Administration, or a related field.
- MBA or equivalent postgraduate qualification preferred.
Experience
- 5-8 years of experience in Life Insurance Operations, Renewals, Customer Retention, Grievance Management, or Business Analytics.
- Experience in managing operational performance and process improvement initiatives.
- Hands-on experience in analytics, reporting, and customer lifecycle management.
Preferred Qualifications
- Experience in automation and digital transformation projects.
- Exposure to customer retention, collections, and service operations.
- Working knowledge of Power BI, SQL, or other data visualization tools.
Designation: Deputy ManagerFunction: Renewals OperationsReporting To: Senior Manager – Renewals Operations
