Senior Manager – Market Conduct and Customer Obsession
Incumbent
New Position
Department
DSF Enablement
Function
Defence
Reporting to
AVP - Business Enablement
Band
4A
Location
Gurgaon HO
Team size
0
KEY RESPONSIBILITIES:-
PERSISTENCY MANAGEMENT
Lead and drive 13th and 25th month persistency agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
Drive 0-60 days’ collection rates for better persistency management.
Proactively identify and deploy corrective/preventive measures to improve persistency across different cohorts not limited to seller segment, LOB, Ticket size.etc.
Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
GRIEVANCE
Ensure closure (customer retention/final decision) by filed distribution within 48 hrs of the complaint received.
Co-ordinate with 'Customer Service team and sales team' to provide faster resolution on each of the customer grievance ensure retention
Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics in the field.
Chart the strategic roadmap to reduce GIR with the channel.
Proactively identify gaps and recommend remediation’s and track for timely closure of agreed solutions.
Focus on customer retention and highlight sales units/Cluster/Zone contributing highest to mis-selling complaints.
OVERALL
Build strong governance rhythms with different stakeholders across hierarches to drive the desired outcomes
Bring the industry best practice to improve the persistency, Freelook cancellation and GIR etc.
Develop and deploy early warning indicators to identify potential drop collections, rise in FLC inflow.
Use data analytics to identify cohorts of troublesome geographies to propose corrective actions
Collaborate with training team to create required awareness and education on market conduct.
Lead and develop a team focused at consistent performance improvement and enable distribution team
MEASURES OF SUCCESS
Persistency – Plan achievement & Increasing persistency to industry best level
FLC retention & FLC IR plan achievement for the channel
Freelook Retention – increase in free-look retention ratios.
Improve GIR scores
Timely delivery of automation projects
Development of strong leadership within the team
KEY RELATIONSHIPS (INTERNAL /EXTERNAL)
Channel Head
HR Team
Vertical/Zone heads
Products & Marketing
Training Team
KEY COMPETENCIES/SKILLS REQUIRED
Sound knowledge of life insurance/banking operations model and specifically operations processes such as persistency, FLC etc.
Ability to express ideas clearly and persuasively
Effectiveness in planning and organizing activities
Intra organization skills: Ability to work together with all stakeholder involved, flexibility in taking feedback and modifying approach.
Result Orientation
Process Orientation
Coaching and Mentoring skills
Rolling Collection
Lead and drive Rolling collection month o month agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
Drive 11 months MFYP collection rates for better persistency management.
Proactively identify and deploy corrective/preventive measures to improve rolling collection across different cohorts not limited to seller segment, LOB, Ticket size.etc.
Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
Desired qualification / experience / skill sets
MBA / Post graduate with 8-10 years of experience in a similar role, with 2-3 years of experience in insurance industry
Strong decision making skills to support and enable business
Excellent interpersonal and communication skills, with the ability to build relationships with internal and external stakeholders
Job Description
Position
Senior Manager – Market Conduct and Customer Obsession
Incumbent
New Position
Department
DSF Enablement
Function
Defence
Reporting to
AVP - Business Enablement
Band
4A
Location
Gurgaon HO
Team size
0
KEY RESPONSIBILITIES:-
PERSISTENCY MANAGEMENT
Lead and drive 13th and 25th month persistency agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
Drive 0-60 days’ collection rates for better persistency management.
Proactively identify and deploy corrective/preventive measures to improve persistency across different cohorts not limited to seller segment, LOB, Ticket size.etc.
Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
GRIEVANCE
Ensure closure (customer retention/final decision) by filed distribution within 48 hrs of the complaint received.
Co-ordinate with 'Customer Service team and sales team' to provide faster resolution on each of the customer grievance ensure retention
Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics in the field.
Chart the strategic roadmap to reduce GIR with the channel.
Proactively identify gaps and recommend remediation’s and track for timely closure of agreed solutions.
Focus on customer retention and highlight sales units/Cluster/Zone contributing highest to mis-selling complaints.
OVERALL
Build strong governance rhythms with different stakeholders across hierarches to drive the desired outcomes
Bring the industry best practice to improve the persistency, Freelook cancellation and GIR etc.
Develop and deploy early warning indicators to identify potential drop collections, rise in FLC inflow.
Use data analytics to identify cohorts of troublesome geographies to propose corrective actions
Collaborate with training team to create required awareness and education on market conduct.
Lead and develop a team focused at consistent performance improvement and enable distribution team
MEASURES OF SUCCESS
Persistency – Plan achievement & Increasing persistency to industry best level
FLC retention & FLC IR plan achievement for the channel
Freelook Retention – increase in free-look retention ratios.
Improve GIR scores
Timely delivery of automation projects
Development of strong leadership within the team
KEY RELATIONSHIPS (INTERNAL /EXTERNAL)
Channel Head
HR Team
Vertical/Zone heads
Products & Marketing
Training Team
KEY COMPETENCIES/SKILLS REQUIRED
Sound knowledge of life insurance/banking operations model and specifically operations processes such as persistency, FLC etc.
Ability to express ideas clearly and persuasively
Effectiveness in planning and organizing activities
Intra organization skills: Ability to work together with all stakeholder involved, flexibility in taking feedback and modifying approach.
Result Orientation
Process Orientation
Coaching and Mentoring skills
Rolling Collection
Lead and drive Rolling collection month o month agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
Drive 11 months MFYP collection rates for better persistency management.
Proactively identify and deploy corrective/preventive measures to improve rolling collection across different cohorts not limited to seller segment, LOB, Ticket size.etc.
Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
Desired qualification / experience / skill sets
MBA / Post graduate with 8-10 years of experience in a similar role, with 2-3 years of experience in insurance industry
Strong decision making skills to support and enable business
Excellent interpersonal and communication skills, with the ability to build relationships with internal and external stakeholders
