Lead the customer retention (persistency) function across the assigned region by driving renewal collections, reducing policy lapses, improving customer retention, and managing teams while ensuring operational excellence, compliance, and stakeholder satisfaction.

Key Responsibilities

1. Business Performance
- Drive regional persistency and renewal revenue targets across all policy year bands.
- Develop and execute customer retention strategies to improve policy renewals.
- Conduct regular business reviews and monitor renewal performance.
- Analyze non-renewed policies and identify drop-off trends.
- Coordinate with Sales, Relationship Renewal Managers (RRMs), and Call Center teams to improve collections.

2. Customer & Stakeholder Management
- Ensure assigned customer portfolios are actively managed by RRMs.
- Review CRM/Zoho dispositions and provide corrective recommendations.
- Monitor customer visits and guide teams on effective retention approaches.
- Ensure same-day deposit of collected renewal instruments.




- Share regular performance updates with banking partners and other stakeholders.
- Lead participation in service camps, roadshows, and customer engagement initiatives.
- Ensure timely resolution of customer complaints and renewal-related service requests.
- Monitor channel partner campaigns and analyze overdue customer segments (13th, 25th, 37th, 49th, 61st month dues and deep-lapse cases).

3. Leadership & Team Management
- Conduct monthly performance reviews and coach regional teams.
- Recruit and retain talent while maintaining attrition below 15%.
- Identify training needs and build team capability.
- Ensure timely incident reporting and issue resolution.
- Collaborate with call center teams to improve regional collection efficiency.

4. Operational Excellence & Compliance
- Ensure RRMs complete customer calls and visits as per defined guidelines.
- Roll out monthly persistency targets and monitor achievement.
- Conduct regular reviews with banks and

📌 REGIONAL HEAD (Lucknow)
🏢 Skywings Advisors
📍 Lucknow