IDBI Federal Life Insurance - Manager - Persistency & Customer Retention

Urgent Opening for Manager Persistency & Customer retention

Productivity management of the team involved in doing transactions pertaining to Reinstatements, Refund, Auto Debit

Call Centre performance tracking and guiding for improvements by analysis of the performance and the gap in collections

Developing predictive models based on analytics to predict the life cycle behaviour of products across all channels

Analyzing information from the field, developing, forecasting and proactively executing plans to ensure a structured and continuous focus on persistency at all possible customer contact points

Design and execute competitive contests that will drive teams on Field (Branch Operations or Sales) to collect Renewal Premiums for improving Persistency across different baskets

Constant engagement with the Sales force across PAN India for all channels

Developing the HNI & Non HNI customer engagement strategies to enhance customer satisfaction & leading to higher retention & overall persistency. Drive collections of HNI cases with the help of team at hand

Strategizing & creating the customer engagement model for all sales channels and providing direction to the outbound persistency tele calling unit within the Call Centre

Leverage digitization initiatives like SMS/IVR/Email communication, along with devising methods to streamline customer interfaces and payment touch points. Should be able to draft communications for customers.

Formulating & developing the Score card models for different Sales Channels, products, regions, agents, agencies, banks, AMs

Preparation and dissemination of MIS related to persistency for Senior Management, Channels and Regulators at periodic intervals

Liaise with IT team for system enhancements should be able to convey requirements & deliver the enhancements within close timelines

Ability to manage large amounts of data and analyze it via SQL &/or Excel

Bhavna Singh