- Manage and monitor day-to-day Banca channel operations across assigned bank branches.

- Coordinate with Branch Managers, Relationship Managers, Sales Managers and bank teams to ensure smooth business operations.

- Monitor policy login, issuance, pending cases, medicals, underwriting and documentation.

- Track and improve persistency ratios by monitoring policy continuation and identifying lapse-risk cases.

- Drive policy retention through regular follow-up with customers and bank/sales teams.

- Monitor renewal collections and ensure timely follow-up on upcoming and overdue renewal premiums.

- Prepare and share renewal, persistency, retention and collection MIS on a regular basis.

- Identify customers/policies at risk of lapse and coordinate with the concerned teams for renewal and retention activities.

- Follow up with bank branches and sales teams for pending renewal payments and collection cases.

- Monitor 13th-month, 25th-month and subsequent persistency as per company requirements.

- Track lapse, revival and surrender cases and identify reasons for policy discontinuation.

- Support teams in improving customer retention and renewal conversion.

- Coordinate with customer service, operations and sales teams to resolve customer issues affecting renewal and policy retention.

- Ensure timely resolution of branch and customer queries related to policy servicing, renewals and premium payments.

- Maintain accurate records of business,



renewals, collections, persistency and retention performance.

- Prepare daily/weekly/monthly MIS and performance dashboards for management review.

- Ensure compliance with company processes, KYC requirements and IRDAI guidelines.

- Identify operational gaps and implement corrective actions to improve TAT, customer service, renewal collections and persistency.

- Conduct regular performance reviews with bank branches and sales teams and highlight areas requiring improvement.

Key Performance Areas (KPIs)

- New Business Operations

- Renewal Collections

- Persistency Ratio

- Policy Retention

- Lapse &
- Revival Management

- Customer Retention

- Branch/Bank Coordination

- MIS &

- Reporting

- Policy Servicing &

- TAT

- Compliance &

- Process Adherence

Candidate Profile

- Graduate/MBA preferred.

- 26 years of experience in Life Insurance / Bancassurance / Insurance Operations.

- Candidates with experience in Banca Operations, Persistency, Renewal or Retention will be preferred.

- Good understanding of life insurance policy lifecycle, renewals, premium collections and persistency.

- Strong knowledge of MS Excel, MIS and reporting.

- Good communication, coordination and stakeholder-management skills.

- Ability to coordinate with multiple bank branches and insurance teams.

- Solid analytical and problem-solving skills.

📌 Customer Retention & Operations Manager (Banca channel) (Bhopal)
🏢 bwise solutions
📍 Bhopal