Assistant / Deputy Manager - Retention

Responsibilities:

1. Persistency Management:

• Monitor and analyze persistency ratios regularly to identify trends and areas of improvement
• Develop strategies to enhance policy renewal rates and reduce lapses
• Implement retention initiatives to maintain long-term client relationships

2. Data Analysis and Reporting:

• Analyze policy data to identify at-risk policies and develop targeted interventions
• Prepare detailed reports on persistency metrics, presenting insights to senior management
• Track and report performance against targets and benchmarks

3. Team Leadership and Collaboration:

• Collaborate with sales to drive collections across the sales hierarchy and improve persistency rates with special focus on specific markets
• Visit bank branches/customers to improve persistency
• Conduct training sessions to enhance the team's understanding of persistency best practices

4. Customer Engagement and Retention Strategies:

• Design customer engagement programs to encourage timely renewals
• Address customer grievances related to policy lapses and assist with reinstatement processes
• Implement proactive communication strategies to remind clients of upcoming renewals

Measures of Performance:

• Improvement in persistency ratios
• Reduction in policy lapse rates
• Customer satisfaction and retention levels
• Achievement of renewal and retention targets

Required Qualifications and Experience:

• Graduate or Postgraduate
• Analytical knowledge
• Minimum 4 years of experience, preferably in persistency or retention roles

Knowledge and Skills Desired:

• Strong analytical skills and proficiency in data analysis tools (e.g., Excel)
• Excellent communication and interpersonal skills
• Familiarity with CRM systems and customer retention strategies