- Preference will be given to candidates from Insurance, Banking and NBFC industry. Role Purpose (overall high level summary of the role) The job holder is responsible for end to end renewal collections and persistency management through all stages (Due, Grace and Lapse) across all buckets (13th Month, 25th Month and so on). The profile will include managing of renewal collection process (Calling and Communications) and assist in collections target achievements within agreed SLA's through internal teams and external service providers . The role will also include attaining maximum customer retention through setting up internal communication procedures and initiatives on systems, payment methods and options, processes and practices. The jobholder will be engaged in driving retention scores through business partners via enablement of existing agreements and leveraging new relationships with additional over ride arrangements. Impact on the Business / Function Managing renewal portfolio - End to end process implementation and control for calling and internal communications - Plan and execute relevant tie ups for collections - Geographical focus, Rural vs Urban focus - Lapse Revival process initiation - Ensuring movement of renewal traffic to partner collection points - Coordinate with Agency and Alternate channels for enabling 13th month collections - Manage partners entrusted with outsourced activities Decision Analysis - Analyze region wise performance gaps - Setting up SOP &amp; SLA, maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets &amp; involved in planning for the process. - Business Analytics to help company towards higher Customer Retention - Understanding of Company's operations, specific business practice - Vendor Management, Billing, Budgeting and Planning - Deftness in setting out quality standards for various operational areas - Implementing quality systems &amp; procedures to facilitate a high-quality customer experience, while adhering to the SLA. Customers / Stakeholders Relationship Management, Customer Contact and Effective Communication - Communication plan for customers - Communication plan at branches and for channels - Coordination with RSMs/ Sales for 13th+ month renewal - Liaise with alternate channels sales support team and the key partner representatives to effect traction on renewal collections - Relationship building with Channel partners - Business drivers fully aligned to business goal of customer retention - Analyzing customer behavior towards premium payment basis customer demographics, Sourcing details, payment mode, product details etc - Participates in departmental strategic and budgetary planning processes prepares and administers work unit operating budget; provides recommendations on policies and goals desired; and implements new/revised programs according to established guidelines - Actively pursues issue resolution, and communicates project status/issues to business stakeholders and operational management - Attendance at meetings, professional seminars and conferences - Acts as the key liaison across all functional areas, including business units, information technology and outside vendors Leadership &amp; Teamwork Staffing, technology and Recognition - Communication plan for customers - Develop incentive schemes - Renewed JDs across all levels mapping business dynamics - Need base training calendar - Multiple engagement of resource in various internal and cross functional engagements - Agent effectiveness tracker considering 360 degree review - Develop incentive schemes - Renewed JDs across all levels mapping business dynamics - Need base training calendar - Prepares new job descriptions, identifies staffing needs, provides general direction, assigns specific tasks and responsibilities, evaluates and mentors staff - Exceptional communication, presentations &amp; mentoring skills with distinguished abilities in leading teams for developing procedures and service standards for business excellence - Multiple engagement of resource in various internal and cross functional engagements - Agent effectiveness tracker considering 360 degree review Operational Effectiveness &amp; Control Efficiency through Simplification and Automation - Monitoring campaign level performance - System enhancements - Cross activity back ups - Conceptualizing incentives schemes - Manage various projects of significant magnitude in terms of complexity, cost, time-constraints, internal and external staffing, and equipment including software and hardware Typical Targets and Measures - 13th month persistency (First Year) - Non FY and - Overall collection rate By liaising with vendor, hubs, channel partners for collections. Liaising with sales team of distributors for collection of renewal assuring maximum revival of lapsed policies. Assure response to queries received from customers, hubs and sales team within TAT and manages performance - Planning, developing, implementing and reviewing core responsibilities and tasks - Working closely with HR towards regular hiring and recruitment - By monitoring and analyzing performance to ensure that targets set for all calling metrics are met in accordance with predefined targets Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities) - Collection of Renewal Premium and Revival of lapsed policies - Addressing Non Contact ability - People and Performance Management - Attrition forecasting and management - Interpersonal and Communication Skills - Planning and Organization - Leadership Skills - Problem Solving/Decisiveness Key Strengths - Eye for detail and insight for information - Analytical Skills - Conversion of data into meaningful information - Good presentation &amp; communication skills, both verbal and written - People Management skills Guidance from - Management towards designing long term approach for the said function in terms of people, process and technology. Authority to - To make process changes regards to remodeling, re-engineering to improve process efficiency - To make campaign level changes to ensure maximum performance and higher persistency Management &amp; Leadership of Regulatory, Compliance &amp; Operational Risk (Operational Risk / FIM requirements) Report any operational risk or operational risk loss to the line manager immediately (who is required to timely report to Operational Risk Coordinator) if the jobholder becomes aware of emerging or inadequately controlled operational risk or identify an operational risk loss in accordance with section B.1.2 of the Group Operations FIM. Observation of Internal Controls (Compliance Policy / FIM requirements) Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators

Gurgaon/Gurugram

Canara HSBC OBC Life Insurance - Senior Manager - Customer Retention 

Canara HSBC OBC Life Insurance - Senior Manager - Customer Retention  ,Job Description for Canara HSBC OBC Life Insurance - Senior Manager - Customer Retention  in Canara HSBC OBC Life Insurance in  Gurgaon/Gurugram for (9-12) years of experience. Apply Now!

Job Description for Canara HSBC OBC Life Insurance - Senior Manager - Customer Retention  in Canara HSBC OBC Life Insurance in  Gurgaon/Gurugram for (9-12) years of experience. Apply Now!