Executive - Persistency

A. Position Overview

Position Title

• Executive

Department

• Business Conservation

Level/ Band

• 201

B. Role Summary

• Drive renewal collection and Manage control/implement business conservation for Banca Partner including policy reinstatement process.
• Ensure smooth functioning of operational activities of Autopay and other related processes.
• Resolve customer queries and grievance related to collections

C. Organizational Relationships

Reports to

• Senior Manager

Supervises

• NA

D. Job Dimensions

Geographic Area Covered

• HO PAN INDIA

Stakeholders Internal

• Branches
• Operations
• Sales Team
• Finance
• Vendor Management
• IT
• Audit

External

• Web aggregator
• Digital Business partner (DBU)
• Banca Partners

E. Key Result Areas

Renewal Collections

• Digital Business Partner/Banca/Premium collection management
• Drive renewal collections with Channel and Partners
• Drive Call center for renewal collection
• Achieve renewal collection target for organization
• Drive specific campaign for renewal collections
• Analyze portfolio and drive collection on targeted base
• Data to be interpreted for further action
• To engage with HNI customer for renewal collection and query resolution
• Resolve customer queries and grievance related to collections
• Reviewing collection strategy for better output
• Support collection MIS management

Partner Engagement

• Drive renewal collection through partner and internal sales team
• Provide data analysis and red flag areas to improve on renewal collections
• Effective engagement with channel partner hierarchy like branches, banca assurance managers, cluster heads, regional heads
• Support on customer grievance and queries
• Support partner collections team

Internal Stake Holders

• Handling of customer & sales queries
• Invoice Processing through vendor management / finance
• Support IT development for system enhancement
• Process review in accordance with audit and regulatory compliance guidelines
• Ensure effective handling and timely resolution of key customer queries with a view to bring about customer satisfaction
• Review system changes for process improvement
• Preparation of presentation on process/ subject as per management requirement

G. Skills Required

Type of Skills

Essential

Desired

Technical Skills

• Database management – X
• Data Interpretation – X
• Data Base Control Through MS Excel / MS Access – X
• SQL KNOWLEDGE – X

Behavioral Skills

• Interpersonal – X
• Communication – X
• Creative thinking – X
• Supervising/Leadership – X
• Teamwork – X
• Influencing – X
• Relationship Building – X
• Decision making – X

H. Incumbent Characteristics

Essential

Desired

Qualification

• Graduate
• Post Graduate

Experience

• Knowledge on collection process
• Minimum 3 - 4 year experience on renewal collections process
• 2- 3 year Experience to manage external stakeholders
• Knowledge on Insurance process and industry