Job Description
PositionSM
Incumbent
DepartmentCRTFunctionRenewalsReporting toAVP – RenewalsBand3LocationGurgaon – 90CTeam size (D/I)
1-2 employees
JOB SUMMARY:
This role is responsible for driving data-led insights to improve persistency and renewal performance. It involves deep analytical work across customer cohorts, renewal behavior, and risk indicators, enabling proactive interventions and strategic decision-making.
Key Responsibilities
1. Advanced Analytics Insights
- Perform deep-dive analysis on persistency metrics (13M, 25M, renewal ratios, cohort performance).
- Analyze customer behavior across lifecycle stages to identify renewal patterns and risks.
- Generate actionable insights to improve retention and renewal conversion.
2. Predictive Analytics Risk Identification
- Develop models to identify customers at risk of lapse or non-renewal.
- Create early warning systems using leading indicators (payment behavior, onboarding quality, complaints).
- Segment customer base for targeted retention strategies.
3. KPI Tracking Performance Monitoring
- Track daily/weekly/monthly persistency and renewal KPIs.
- Monitor performance across channels, products, geographies, and cohorts.
- Build robust dashboards for real-time visibility.
4. Gap Analysis Business Diagnostics
- Conduct variance analysis between actual vs. plan for renewals and persistency.
- Identify key drivers of underperformance and quantify their impact.
- Highlight priority areas requiring business intervention.
5. Root Cause Analysis (RCA)
- Perform structured analysis to identify reasons for lapses and drop-offs.
- Analyze factors such as onboarding quality, mis-selling, payment issues, and service gaps.
- Recommend corrective and preventive actions.
6. Campaign Strategy Support
- Support renewal campaigns through data insights and targeting.
- Evaluate effectiveness of retention initiatives and suggest improvements.
- Design data-driven strategies to increase renewal conversion rates.
7. Automation Data Management
- Build and maintain automated MIS and dashboards (Power BI/Tableau).
- Ensure data accuracy, governance, and standard definitions across reports.
- Enhance reporting efficiency through automation.
8. Stakeholder Management
- Collaborate with business, operations, collections, and customer service teams.
- Present insights in a clear, impactful manner to senior leadership.
- Enable data-backed decision-making across the renewals function.
Measures of Success
Improvement in persistency ratios (13M, 25M, etc.)
Increase in renewal conversion rates
Accuracy of predictive models and insights
Reduction in customer lapse rates
Business impact of analytics-driven interventions
Key Goal (Business)
Persistency tracking
Renewal Income
Efficiency tracking
Cross functional Coordination
Key competencies/skills required
Must have a minimum of 9-10 years of experience in persistency and renewals department.
Should be a graduate from a top-tier B-school with a strong drive to create meaningful impact and deliver transformative change
Strong analytical and problem-solving mindset
Expertise in Excel, SQL, Power BI/Tableau
Experience with data modeling and large datasets
Understanding of persistency/renewal frameworks (insurance/BFSI preferred)
Ability to translate data into actionable business insights
Strong communication and storytelling skills
