Role & responsibilities

- Lead and manage a team responsible for surrender retention activities across assigned channels/segments

- Monitor daily performance metrics such as call productivity, conversion rates, and retention efficiency

- Ensure adherence to defined processes, SLAs, and compliance guidelines

- Conduct regular team reviews, coaching sessions, and performance improvement plans

- Drive retention strategies to minimize policy surrenders and improve persistency ratios

- Implement targeted calling campaigns, segmentation strategies, and intervention frameworks

- Collaborate with cross-functional teams (Sales, Operations, Product, IT) to improve retention outcomes

- Identify high-risk customers and deploy proactive retention measure





Preferred candidate profile

- Improve retention and persistency ratios.

- Achieve team targets and productivity benchmarks.

- Ensure quality customer experience and timely campaign execution.

- Handle & Drive team for achieving the target

- Relationship/Stakeholder management

- Understanding of Market situations

- Achievement of MoM Retention target

- Solid communication and persuasion skills.

- Knowledge of life insurance products and financial planning.

- CRM and data entry proficiency

📌 Team Leader Surrender Retention (Mumbai)
🏢 IndiaFirst Life
📍 Mumbai