Job Description – Manager – Retention & Cross-Sell (General Insurance )
Accurate Risk Managers & Insurance Brokers
Location - PUNE
The Manager – Retention & Cross-Sell will be responsible for ensuring high customer retention, policy renewals, and increasing revenue through cross-selling and up-selling General Insurance products. The role involves building strong customer relationships, identifying insurance needs, coordinating with insurers, and ensuring exceptional service delivery while achieving renewal and revenue targets.
Key Responsibilities
1. Customer Retention Ensure timely renewal of General Insurance policies before expiry. Maintain a renewal calendar and proactively contact clients. Develop strategies to improve customer retention and reduce policy lapses. Build long-term relationships with existing customers.
2. Cross-Selling & Up-Selling Identify opportunities to cross-sell General Insurance products such as, Motor Insurance/ Health Insurance/Fire Insurance/Marine Insurance/Engineering Insurance/Liability Insurance/Travel Insurance. Educate customers about risk management and suitable insurance solutions. Increase revenue per customer through cross-selling initiatives.
3. Client Relationship Management ,regular customer engagement through calls, meetings, emails, and WhatsApp. Resolve customer concerns promptly. Coordinate with operations and claims teams for seamless customer service.
4. Sales & Revenue Generation Achieve monthly and annual renewal premium targets. Achieve cross-sell and up-sell revenue targets. Track conversion ratios and implement improvement strategies. Coordination with Insurance Companies. Liaise with insurance companies for quotations, renewals, endorsements, and special approvals. Negotiate competitive terms for customers. Team Management. Lead and mentor retention executives. Allocate renewal portfolios and monitor performance. Conduct training on products and customer service.
5.MIS & Reporting. Prepare daily, weekly, and monthly renewal reports. Monitor renewal ratios, persistency, cross-sell performance, and customer satisfaction. Maintain CRM and policy records accurately.
Key Performance Indicators (KPIs) :
* Renewal retention ratio (minimum 90–95%) ,Cross-sell conversion rate/ Renewal premium achievement/ Cross-sell revenue generated, Customer satisfaction score/ Number of policies renewed / Revenue per customer .Customer complaint resolution time/ Team productivity
Experience :
5–8 years of experience in General Insurance or Insurance Broking.
Minimum 2 years in customer retention or relationship management.
Experience in cross-selling General Insurance products.
Skills Required :
1. Strong communication and negotiation skills.
2. Excellent relationship management.
3. Good understanding of General Insurance products.
4. Knowledge of underwriting and policy servicing.
5. CRM and MS Office proficiency.
6. Leadership and team management abilities.
7. Analytical and problem-solving skills.
Preferred Candidate Profile :
Customer-focused with a consultative sales approach.
Strong networking and interpersonal skills.
Target-driven and self-motivated.
Ability to work under pressure and meet deadlines. High ethical standards and professionalism.
Pay: ₹38,000.00 - ₹45,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Provident Fund
Work Location: In person
