Analytics & Modelling: propensity based cohorting and insighting
Contact Center Management: Manage end to end outbound contact center driving renewals with 500+ seats yearly
Surrender to AUM: To drive & design of customer retention journey along with cross functional teams to ensure adherence to STA incl. tool implementation, revamp of customer journey, governance and insighting
Vendor Management: Management end to end governance of 4+ vendors to improve overall collections and CX
Audit Management: Manage yearly internal & external audits - ISO audits, outsourcing audits, IT audits
Current Initiatives & Strategic Projects – Identify gaps in current process to propose & implement recent initiatives
Coordinate with internal stakeholders – IT, legal, compliance, business, actuarial etc. to identify and execute projects for the department