Chief Manager- Customer Retention & Persistency

JOB SUMMARY

The Incumbent would be responsible to drive persistency across various cohorts like 13M, 25M and rest cohorts and renewal by closely working with distribution, internal customer retention, branch ops and other relevant teams.

KEY RESPONSIBILITIES

• Develop and own the organization-wide persistency improvement roadmap across channels.
• Act as the primary SPOC for senior distribution leaders on persistency performance and interventions.
• Create measurable governance structures, dashboards, and monthly reviews with distribution leadership.
• Identify at-risk segments, cohorts, and geographies; drive targeted action plans.
• Lead cross-functional forums with Operations, Product, Customer Service, Compliance, and Digital
• Partner with Agency, Bancassurance, Digital, and Direct channels to drive improvement initiatives.
• Conduct periodic performance reviews, share insights, and drive accountability.
• Support channel incentive design from a persistency standpoint.
• Build and manage persistency MIS, dashboards, and analytics models (vintage-based, cohort, risk scoring).
• Drive insights on customer behavior, early warning triggers, and field-level productivity.
• Collaborate with analytics team to track renewal probability and optimize contact strategies.
• Streamline processes related to renewal collections, NACH activation, customer communication, and advisor support.
• Design field enablement toolkits, SOPs, reference guides, and communication frameworks.
• Identify bottlenecks and opportunities to enhance customer renewal journeys.
• Ensure adherence to IRDAI guidelines on persistency reporting and customer servicing.
• Drive audit readiness, data accuracy, and document compliance for persistency-related processes.

Measure of Success:

• Overall Persistency Improvement (13th, 25th, 37th, 49th, 61st month)
• Channel-specific persistency performance
• Renewal Collection Efficiency (monthly & YTD)
• NACH/ECS activation and mandate conversion ratios
• Adoption of digital renewal tools
• Productivity of renewal calling & customer outreach initiatives
• Governance cadences completed & actionable closed

DESIRED QUALIFICATIONS & EXPERIENCE

• Should be a graduate/ post graduate, (MBA preferred)
• Must have a minimum of 10-12 years’ experience in driving persistency by close working with distribution teams/ distribution support, or similar strategic roles
• Knowledge of Life Insurance products and policies
• Data interpretation, MIS management, and analytical problem-solving
• Process design, policy adherence, and workflow optimization

KNOWLEDGE / SKILLS / ABILITIES

• Stakeholder management & influencing skills
• Strategic thinking with strong execution capability
• Collaboration & cross-functional leadership
• Communication and presentation skills