The job holder is responsible for end to end renewal collections through all stages (Due & Lapse) for 13th Month. The profile will include managing of renewal collection calling process and assist in Persistency achievements within agreed targets. Coordinate with ZBHs/RBHs/CBHs/FLS & business partners for renewal collections. The jobholder will be engaged in driving retention scores through business partners via enablement of existing agreements and leveraging current relationships with additional over ride arrangements.
Impact on the Business / Function Managing renewal portfolio
• End to end process implementation and control for calling and internal communication.
• Plan and execute relevant tie ups for collections
• Geographical focus, Rural vs Urban focus
• Lapse Revival process initiation
• Ensuring movement of renewal traffic to partner collection points
• Coordinate with team for enabling 13th month collections
• Manage partners entrusted with outsourced activities
Persistency Management-
• Analyze region wise performance gaps
• Analyze zone wise due/lapse data and work on the same to increase Mega zone Persistency.
• Connect with Customers on Daily basis.
• Arrange Daily/weekly Persistency call with ZBHs/RBHs/CBHs on your respective Mega zone.
• Daily analysis on the due book and update the tracker.
• Follow up on monthly commitment given by zonal team
Relationship Management, Customer Contact and Effective Communication.
• Communication plan at branches and for channels
• Coordination with RSMs/ Sales for 13th+ month renewal
• Relationship building with Channel partners
• Business drivers fully aligned to business goal of customer retention
• Analyzing and Highlight customer behavior towards premium payment basis customer demographics, Sourcing details, payment mode, product details etc
• Providing regular MIS to the stakeholders (internal/channel partners)