Job Description
- Renewal & Revival Delivery
Drive multichannel collections (Contact Center, Branch, Vendors, Bots).
Analytics & Modelling: propensity based cohorting and insighting
Contact Center Management:Manage end to end outbound contact center driving renewals with 500+ seats yearly
- Surrender to AUM:To drive & design of customer retention journey along with cross functional teams to ensure adherence to STA incl. tool implementation, revamp of customer journey, governance and insighting
- Vendor Management:Management end to end governance of 4+ vendors to improve overall collections and CX
- Audit Management:Manage yearly internal & external audits - ISO audits, outsourcing audits, IT audits
- New Initiatives & Strategic Projects -Identify gaps in current process to propose & implement new initiatives
Coordinate with internal stakeholders - IT, legal, compliance, business, actuarial etc. to identify and execute projects for the department
