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 .
• 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 remediations 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 .
• 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 .
• 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 remediations 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 .
• 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