Job Description

4) Key Result Areas:Writethe key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

Key Result Areas

Supporting Actions

Renewal Business & Persistency Achievement

. Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns.
. Monitor daily, weekly and monthly renewal performance against targets.
. Execute focused interventions on high-risk lapse and renewal-due customers to improve retention rates.

Customer Retention & Conversion Management

. Improve renewal conversion rates through effective customer engagement and objection handling.

. Drive save activities for cancellation, portability and non-renewal requests.

. Track and reduce drop-offs across the renewal journey by ensuring timely follow-ups and closures.

Team Performance & Productivity Management

.



Monitor productivity metrics such as calls per FTE, talk time, conversion rates and follow-up effectiveness.
. Conduct daily performance reviews and coaching sessions.
. Ensure optimal workforce utilization and achievement of team productivity benchmarks.

Operational Excellence & SLA Management

. Ensure adherence to service levels, call handling standards and turnaround timelines.
. Monitor queue management, call distribution and workload balancing.

. Optimize operational efficiency without compromising customer experience.

People Development & Engagement

. Coach and develop team members through regular feedback, call calibrations and training interventions.
. Identify skill gaps and implement capability-building initiatives.

. Drive employee engagement, motivation and retention within the team.

📌 Team Lead - Persistency - Thane
🏢 Aditya Birla Group
📍 Thane