The jobholder will be responsible for making outbound call for renewal chasing/customer retention and associated activities.

Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures Impact on the Business / Function • Operational and Performance Management • Ensuring 100% call attempts to the assigned data for renewal chasing. Setting and meeting performance targets for collection of renewals and revival of lapsed policies to achieve high level of Persistency for the organization.

- Ensuring renewal collection in HNI segment is above 80% in the region laboring through persistency coordinators, sales and channel management.
- Facilitate continuous process improvement initiatives to ensure superior customer service.
- Review and facilitation of conversion and closure of all Dishonored/ Unregistered Standing Instruction mandates on regular basis. Customers / Stakeholders • Liaising with different customers/stakeholders/sales • Providing subsidiary activities and assistance in closure of all allied Customer Service and Policy Serving requests.
- Develop best practices and tools for higher renewal collection.
- Document and report customer feedback through behavioral study.
- To assist in facilitating audit for Persistency related activates at Hub.
- Regular monitoring of renewals on all stages- viz., Premium Paying / Overdue / Lapsed / Revival.
- All cheques to be receipted within TAT defined in SOP.

Relationship

Management • Visit Important Branches, Regional Offices &

- Zonal Offices of HSBC, Canara Bank and OBC.
- Building Healthy relationships with all RM's/ SP's of mapped locations.
- Liaison with Branch Manager and SP's to ensure closure of cases.
- Minimum 3 fresh Bank Branch visits on a weekly basis and submission of Business report with Supervisor.
- Attending all Hub and Sales related meeting and promoting awareness on Persistency and highlighting current developments on all platforms. Leadership &
- Teamwork • Discipline, Attendance, Training,



Extra Initiatives • Team Management • Drive high performance culture through strong leadership and effective people management.
- Effectively Laisoning and coordinating with all departments to ensure timely customer resolutions (both Internal and External) to build healthy work relations.

Operational

Effectiveness &

- Control • Quality Measures • Risk Controls Ensure call quality through customer centric skill set and attain higher customer retention with 0% fatal error.

Zero Audit

Issues. Zero behavioural issues.

Major

Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities) • Tolerance for Stress • Interpersonal/ Communication Skills • Customer Retention • Telephone etiquette • Problem solving/decisiveness • Rotational Shift • Role Context (The environment and operating conditions of the role including the extent of guidance and authority) Calling Etiquettes Shall be trained on call centre etiquettes Product knowledge Shall be trained of all product features Retention Skills Shall be trained on retention skills • Management &

- Leadership of Regulatory, Compliance &
- Operational Risk (Operational Risk / FIM requirements) Report any operational risk or operational risk loss to the line manager immediately (who is required to timely report to Operational Risk Coordinator) if the jobholder becomes aware of emerging or inadequately controlled operational risk or identify an operational risk loss in accordance with section B.1.2 of the Group Operations FIM. Observation of Internal Controls (Compliance Policy / FIM requirements) Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators.

📌 Sr. Associate - Branch Operations (Vijayawada)
🏢 Skywings Advisors
📍 Vijayawada