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 (India)
🏢 IndiaFirst Life
📍 India