Designation: Manager

Location: India Maharashtra Thane - GCorp

Organization: Financial Services

Job Description:

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 Maharashtra (India)
🏢 Aditya Birla Group
📍 India