Job Title: Manager – Retention Department
Company: Riskbirbal Insurance Broker Pvt. Ltd.
Department: Customer Retention
Location: Delhi NCR
Employment Type: Full-Time
Job Summary
Riskbirbal Insurance Broker Pvt. Ltd. is seeking a proactive and customer-focused Manager – Retention to lead the policy retention function. The ideal candidate will be responsible for driving customer retention strategies, ensuring timely policy renewals, reducing customer churn, improving customer satisfaction, and leading a high-performing retention team. The role requires strong leadership, analytical skills, and a deep understanding of insurance renewal processes.
Key Responsibilities
- Develop and implement effective customer retention and policy renewal strategies to drive renewable business and maximize revenue through cross-selling and upselling insurance products to existing clients.
- Lead, mentor, and manage the Retention Team to achieve monthly and annual renewal targets.
- Monitor daily renewal pipelines and ensure timely follow-up with customers before policy expiry.
- Analyze customer retention trends, renewal ratios, and churn data to improve business performance.
- Coordinate with Sales, Operations, Claims, and Customer Support teams to enhance customer experience.
- Resolve customer escalations and ensure prompt resolution of service-related concerns.
- Build strong relationships with existing customers to improve loyalty and long-term business.
- Design customer engagement initiatives to increase policy renewals and cross-selling opportunities.
- Monitor team productivity, KPIs, and service quality through regular reviews.
- Prepare daily, weekly, and monthly MIS reports for management.
- Ensure compliance with IRDAI regulations, company policies, and internal processes.
- Conduct regular coaching, training, and performance reviews for team members.
Desired Candidate Profile
- Bachelor's degree in Business Administration, Management, Insurance, or a related field. MBA will be an added advantage.
- 3–5 years of experience in the Insurance or Insurance Broking Industry.
- Strong knowledge of General Insurance products, policy renewals, and customer lifecycle management.
- Proven experience in leading and motivating teams to achieve retention targets.
- Excellent communication, negotiation, and customer relationship management skills.
- Strong analytical, reporting, and decision-making abilities.
- Proficiency in CRM systems, Microsoft Excel, and MIS reporting.
Key Skills
- Customer Retention
- Policy Renewals
- Team Management
- Customer Relationship Management (CRM)
- Leadership & People Management
- Insurance Operations
- Renewal Strategy
- Client Servicing
- Escalation Management
- MIS Reporting
- Performance Management
- Analytical Skills
- Communication & Negotiation
Why Join Riskbirbal Insurance Broker Pvt. Ltd.?
- Opportunity to work with one of India's rapidly growing insurance brokers.
- Performance-driven and growth-oriented work culture.
- Leadership opportunities with career advancement.
- Learning and development programs.
- Attractive incentives and performance-based rewards.
Pay: ₹700,000.00 - ₹800,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
