Role & responsibilities

To drive policy renewals, persistency and conservation for the in-force life insurance portfolio by designing and executing customer retention initiatives, leading a team, and partnering with sales, operations and contact centre teams to reduce lapses and surrenders.

Preferred candidate profile

1. Retention Strategy & Planning

- Develop and implement a customer retention and conservation strategy to minimize policy lapses, surrenders and unpaid renewals.
- Identify key drivers of lapsation by analysing portfolio, vintage, channel and geography, and design targeted interventions (campaigns, calling, digital nudges).
- Define and track KPIs for retention (13th / 25th / 37th month persistency, renewal collection %, revival %, contactability, conversion).

2. Portfolio Management Renewals & Persistency

- Own the renewals and revival portfolio for assigned region/segment/channels.
- Ensure timely execution of renewal reminder journeys – SMS, email, IVR, call centre and field follow-up.
- Implement conservation campaigns for atrisk customers (bounce, nonpaid, grievance, high sum assured, HNI).
- Coordinate with branch/sales teams for field visits / counselling of highvalue or highrisk customers prior to lapse.

3. Customer Experience & Issue Resolution

- Monitor customer feedback, complaints and service issues that impact renewals and address root causes with operations and service teams.




- Act as escalation point for complex retention cases; provide winback solutions, alternate products, or revival options within company guidelines.
- Ensure policy servicing (alterations, mode change, address change, nominations etc.) is completed accurately to support conservation efforts.

4. Data Analytics & Reporting

- Analyse retention and persistency data by product, channel, tenure and customer segment to identify trends and leakage points.
- Prepare and publish periodic dashboards and scorecards for management and field teams (branch/zone/channel wise performance, campaigns impact, action flags).
- Provide insights and recommendations for product, underwriting and process changes to improve longterm retention.

5. People Management & Coordination

- Lead, coach and monitor a team of retention executives / callers / analysts to achieve daily and monthly retention targets and quality standards.
- Partner with HR and Recruitment to ensure optimal staffing, training and performance management for the retention team.
- Conduct regular reviews with sales, branches and call centre leadership on persistency performance and joint action plans.

6. Compliance & Quality

- Ensure all retention activities comply with IRDAI regulations, internal policies and fairtreatmentofcustomers principles.
- Maintain high standards of call quality, documentation and data confidentiality across all customer interactions.

For more information please call Gopakumar@(phone hidden)

📌 Customer Retention Manager- Life Insurance-Hyderabad-10 lacs
🏢 Wego Consultants
📍 Hyderabad