Position

Assistance Manager Customer Retention /Deputy Manager Customer Retention

No. of Positions

1

Department

Customer Retention Team

Function

Operations

Reporting to

Head Customer Retention

Band

5/5A

Location

HO/ BP site

Last date of submission

15-Oct-24

Collections

• Responsible for targets achievement on allocated base to downline team members:

1. Drive renewal collection and persistency targets through customer calling or physical visits to customer residences with prior appointment
2. Ensure maintenance and sharing of daily customers trackers and conversion of assigned team
3. Training team to convince customers and get renewal premium and policy continuation to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan etc.
4. Ensure & track timely depositing the cheque at the nearest MLI branch/ bank branch within 24 hours of the cheque collection by Customer Retention Officer

Measure of Success :

• Meet 100% target on every month
• Supervise coach and develop team of associate to ensure improve efficiency
• Hold regular one - one- one with teammates at business partner
• Distribute assignment to maintain the work life balance
• Driving revival scheme to resolve customer's financial constraint
• Ensure effective use of resources and knowledge.
• Manage high profile cases
• Regular data analysis and performance reporting to the management
• Continue process improvement to improve the efficiency of the team
• Managing the operational risk
• Monitor performance, identify bottlenecks, and implement corrective action to achieve operational goals
• Coordinate with internal stakeholders, including logistics teams and customer support to ensure seamless executions.
• Collect, analyse and interpret data to identify key performance indicator (KPIs)and measure operational effectiveness.

Desired qualification and experience

• Graduation in any stream with prior experience in insurance, customer services profile. Prior experience in renewal retention team is an added advantage

Knowledge and skills required

• Ability to handle pressure and work in a competitive environment. Open to learning, Very High Process orientation, Effective communication skills.

Position

Assistance Manager Customer Retention /Deputy Manager Customer Retention

No. of Positions

1

Department

Customer Retention Team

Function

Operations

Reporting to

Head Customer Retention

Band

5/5A

Location

HO/ BP site

Last date of submission

15-Oct-24

Collections

• Responsible for targets achievement on allocated base to downline team members:

1. Drive renewal collection and persistency targets through customer calling or physical visits to customer residences with prior appointment
2. Ensure maintenance and sharing of daily customers trackers and conversion of assigned team
3. Training team to convince customers and get renewal premium and policy continuation to continue insurance and giving retention tools like mode change/Partial withdrawal/PUA surrender/Loan etc.
4. Ensure & track timely depositing the cheque at the nearest MLI branch/ bank branch within 24 hours of the cheque collection by Customer Retention Officer

Measure of Success :

• Meet 100% target on every month
• Supervise coach and develop team of associate to ensure improve efficiency
• Hold regular one - one- one with teammates at business partner
• Distribute assignment to maintain the work life balance
• Driving revival scheme to resolve customer's financial constraint
• Ensure effective use of resources and knowledge.
• Manage high profile cases
• Regular data analysis and performance reporting to the management
• Continue process improvement to improve the efficiency of the team
• Managing the operational risk
• Monitor performance, identify bottlenecks, and implement corrective action to achieve operational goals
• Coordinate with internal stakeholders, including logistics teams and customer support to ensure seamless executions.
• Collect, analyse and interpret data to identify key performance indicator (KPIs)and measure operational effectiveness.

Desired qualification and experience

• Graduation in any stream with prior experience in insurance, customer services profile. Prior experience in renewal retention team is an added advantage

Knowledge and skills required

• Ability to handle pressure and work in a competitive environment. Open to learning, Very High Process orientation, Effective communication skills.