Chief Manager- Renewals (Strategy)

JOB SUMMARY:

The incumbent will be accountable for the end-to-end oversight of Onboarding Controls within the Customer Retention team. This includes implementing robust controls at the initial login stage followed by thorough validation and verification processes. Additionally, the role involves monitoring and tracking effectiveness across all market conduct parameters.

Key Responsibilities

• Oversee and monitor end-to-end onboarding controls to ensure portfolio quality and compliance.
• Drive automation and digitization of reports to enhance efficiency and accuracy.
• Identify and escalate early warning indicators that could impact renewal performance.
• Analyze data to determine root cause of issues and assess the effectiveness of implemented solutions.
• Partner with IT teams for system enhancements and updates.
• Collaborate with stakeholders such as IT and BPMA to ensure timely delivery and completion of initiatives.
• Maintain consistent follow-up on launched initiatives to achieve 100% desired outcomes.
• Implementation of industry best practices along with insighting to improve the journey.

Measures of Success

• Quality of Sales
• Persistency target
• Renewal Income
• On Schedule delivery all requirements
• Contribution in implementing various initiatives and their output tracking.

Key Goal (Business)

• Persistency tracking
• Renewal Income Collection
• Efficiency tracking
• Cross functional Coordination

Key competencies/skills required

• Must have a minimum of 9-10 years of experience in Onboarding/Customer retention department.
• Should be a graduate from a top-tier B-school with a strong drive to create meaningful impact and deliver transformative change
• Knowledge/Understanding of Renewals/Persistency is a must
• Should have strategic mindset to drive the controls
• Excellent in communication, document creation and presentation
• Good PR skills and able to get the work done from other depts.