Job Description
Job TitleChief Manager - Business Planning AnalyticsLocationGurgaon 90CDepartmentOperations - RenewalsFunctionOperationsReporting toAVP –RenewalsBand4B
Key Responsibilities:
- Lead the end-to-end business planning process for renewals collections, and surrender management verticals.
- Define annual and quarterly plans in alignment with business goals, regulatory requirements, and market dynamics.
- Perform gap analysis and define corrective actions based on forecast vs actual performance
- Build and maintain advanced dashboards and reports (MIS) tracking key performance indicators (KPIs) of Call centre like persistency ratio, surrender rates, lapse ratio, renewal collections, and onboarding exceptions.
- Analyze customer behavior patterns, risk profiles, and policy trends using predictive analytics models to enhance targeting strategies.
- Provide actionable insights to influence strategy and decision-making across collection and retention functions
- Perform root-cause analysis of surrender cases and design data-driven interventions to reduce voluntary surrenders.
- Identify and flag vulnerable or high-risk policy cohorts for early engagement.
- Monitor persistency trends and design focused retention campaigns leveraging propensity models.
- Analyze collections performance at a granular level (product-wise, channel-wise, cohort-wise).
- Recommend strategies to improve agent and customer engagement based on analytics output.
- Support digital initiatives like Autopay win-back models, Humanoid BOT targeting, and customer segmentation models.
- Monitor onboarding workflows for anomalies and deviations, including KYC compliance, policy issuance timelines, and system-generated vs manual exceptions.
- Establish control frameworks to reduce onboarding errors and drive process improvements.
- Collaborate with Operations and Risk teams to mitigate early-stage leakage
Measure of Success:
- Improvement in Persistency Ratio
- Reduction in Surrender Rates (Voluntary Involuntary)
- Onboarding Exception Ratio
- Accuracy Timeliness of MIS Reports
- Predictive Model Accuracy Effectiveness
- Impact of Data-driven Interventions (collections uplift, early warning score models)
- Reduction in manual effort through automation digital tools
