Branch Head Direct Channel (Loyalty)

Department

Direct Channel – Loyalty

Reporting To

Regional Manager / Area Manager – Direct Channel

Job Purpose

Lead the branch's loyalty business by driving customer retention, renewal premium collection, cross-selling, and upselling to existing HDFC Life customers. Manage the branch team to achieve business targets while delivering a high-quality customer experience and ensuring compliance.

Key Responsibilities

- Drive branch-level loyalty business through renewals, persistency improvement, cross-selling, and upselling.
- Lead, coach, and develop Relationship Managers, Customer Relationship Officers, and Loyalty Officers.
- Achieve branch targets for premium collection, revenue, persistency, and customer retention.
- Ensure regular engagement with existing customers to identify protection and investment opportunities.
- Monitor daily, weekly, and monthly business performance and implement corrective actions where required.
- Improve productivity through coaching, joint customer meetings, and performance reviews.
- Ensure excellent customer service and timely resolution of escalations.
- Maintain high standards of compliance, operational excellence, and documentation.
- Coordinate with underwriting, operations, customer service, and other internal teams for smooth policy servicing.
- Ensure adherence to IRDAI guidelines and HDFC Life policies.





Key Performance Indicators (KPIs)

- Renewal premium achievement
- Cross-sell and upsell premium
- Customer retention rate
- Team productivity
- Branch revenue and profitability
- Customer satisfaction scores
- Compliance and audit ratings

Qualifications

- Graduate in any discipline (MBA preferred).
- Valid IRDAI certification if applicable.

Experience

- 6–10 years of experience in life insurance sales, customer relationship management, or branch management.
- At least 2–4 years of experience managing a sales team.
- Experience in the life insurance industry, preferably in direct or loyalty channels.

Key Competencies

- Leadership and team management
- Sales planning and execution
- Customer relationship management
- Renewal and persistency management
- Cross-selling and upselling
- Business development
- Analytical and MIS reporting
- Communication and stakeholder management
- Problem-solving and decision-making
- Compliance and risk management

Preferred Profile

- Proven track record of consistently achieving business targets.
- Solid understanding of life insurance products and customer lifecycle management.
- Ability to build high-performing teams and drive customer-centric business growth.
- Strong interpersonal, coaching, and negotiation skills.

📌 Branch Head- direct channel (Ludhiana)
🏢 Orange Corporate Solution
📍 Ludhiana