Job Description
Job TitleDeputy Manager- RenewalsLocationGurugram-90CDepartmentOperations: RenewalsFunctionOperationsReporting toSr ManagerBand5BJOB SUMMARY:
To drive business growth, customer retention, and operational excellence through strategic initiatives, governance, and people development, aligned with the company’s Balanced Scorecard (BSC) framework.
KEY RESPONSIBILITIES
Service Excellence
Own end-to-end grievance reduction and customer experience improvement initiatives.
Drive free-look reduction through stronger onboarding controls and customer education.
Strengthen onboarding processes to ensure acquisition of quality business.
Work closely with IT, Issuance, Financial Underwriting, Distribution and Operations teams to improve controls and customer outcomes.
Lead PIVC (Pre-Issuance Verification Call) enhancement programs to validate customer understanding and improve policy quality.
Conduct industry benchmarking and implement best practices in onboarding and retention processes.
Design and implement innovative ideas to improve quality business sourcing and customer retention.
Publish MIS, dashboards and governance reports for channels including CBOS and senior management.
Demonstrate strong knowledge of the complete policy lifecycle from proposal issuance to servicing, renewals and claims touchpoints.
Manage cross-functional projects, track deliverables and ensure timely execution of strategic initiatives.
Drive process governance, audit readiness and compliance adherence.
Analyse customer feedback, grievances and operational data to identify improvement opportunities.
Grievance retention – Retaining customers with mis-selling complaint
Freelook – Retaining customers who wish to cancel the policy
Surrender – Retaining customer who come to surrender the policy
ECS – Retaining customers who want to deactivate their ECS payment method
13M 25M Persistency – Driving 60 Day, 90 Day Customer engagement
Driving new initiatives – Peer 2 Peer, OD
Distribution Engagement
Coordination with various stake holders
Conducting process refreshers and process changes session with the distribution team
Market conduct – Weekly calls
Building Leadership and People Capability
Structured capability / competency building and succession planning
Generating ideas to improve the process / systems
Employee engagement
Driving key initiatives and projects
Key Metrics:
- Trainings conducted, process excellence initiatives
- Partner feedback and engagement
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Measures of Success
Reduction in customer grievances
Reduction in free-look requests
Improved quality business metrics
Key Goal (Business)
Grievance FLC reduction
Persistency
Driving customer retention
Building relationship with across channels
Meeting Business deliverables
Key Relationships (Internal /External)
Collaboration with Zone / Regional / CFT / CET
Collaboration with Distribution Team
Key competencies/skills required
Must have minimum 03-07 years of experience of which at least 5 years should have been spent in Operations handling Onboarding controls (life insurance)
Interpreting, analyzing data using statistical techniques for trends
Good presentation skills
Inter personal skills and conflict management is an inherent need for role fitment
