Senior Manager - DSF Enablement
- Gurgaon, Haryana
- Permanent
- Full-time
- Lead and drive 13th and 25th month persistency agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
- Drive 0-60 days' collection rates for better persistency management.
- Proactively identify and deploy corrective/preventive measures to improve persistency across different cohorts not limited to seller segment, LOB, Ticket size.etc.
- Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
- Ensure closure (customer retention/final decision) by filed distribution within 48 hrs of the complaint received.
- Co-ordinate with 'Customer Service team and sales team' to provide faster resolution on each of the customer grievance ensure retention
- Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics in the field.
- Chart the strategic roadmap to reduce GIR with the channel.
- Proactively identify gaps and recommend remediation's and track for timely closure of agreed solutions.
- Focus on customer retention and highlight sales units/Cluster/Zone contributing highest to mis-selling complaints.
- Build strong governance rhythms with different stakeholders across hierarches to drive the desired outcomes
- Bring the industry best practice to improve the persistency, Freelook cancellation and GIR etc.
- Develop and deploy early warning indicators to identify potential drop collections, rise in FLC inflow.
- Use data analytics to identify cohorts of troublesome geographies to propose corrective actions
- Collaborate with training team to create required awareness and education on market conduct.
- Lead and develop a team focused at consistent performance improvement and enable distribution team
- Persistency - Plan achievement & Increasing persistency to industry best level
- FLC retention & FLC IR plan achievement for the channel
- Freelook Retention - increase in free-look retention ratios.
- Improve GIR scores
- Timely delivery of automation projects
- Development of strong leadership within the team
- Channel Head
- HR Team
- Vertical/Zone heads
- Products & Marketing
- Training Team
- Sound knowledge of life insurance/banking operations model and specifically operations processes such as persistency, FLC etc.
- Ability to express ideas clearly and persuasively
- Effectiveness in planning and organizing activities
- Intra organization skills: Ability to work together with all stakeholder involved, flexibility in taking feedback and modifying approach.
- Result Orientation
- Process Orientation
- Coaching and Mentoring skills
- Lead and drive Rolling collection month o month agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
- Drive 11 months MFYP collection rates for better persistency management.
- Proactively identify and deploy corrective/preventive measures to improve rolling collection across different cohorts not limited to seller segment, LOB, Ticket size.etc.
- Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
- MBA / Post graduate with 8-10 years of experience in a similar role, with 2-3 years of experience in insurance industry
- Strong decision making skills to support and enable business
- Excellent interpersonal and communication skills, with the ability to build relationships with internal and external stakeholders
- Lead and drive 13th and 25th month persistency agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
- Drive 0-60 days' collection rates for better persistency management.
- Proactively identify and deploy corrective/preventive measures to improve persistency across different cohorts not limited to seller segment, LOB, Ticket size.etc.
- Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
- Ensure closure (customer retention/final decision) by filed distribution within 48 hrs of the complaint received.
- Co-ordinate with 'Customer Service team and sales team' to provide faster resolution on each of the customer grievance ensure retention
- Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics in the field.
- Chart the strategic roadmap to reduce GIR with the channel.
- Proactively identify gaps and recommend remediation's and track for timely closure of agreed solutions.
- Focus on customer retention and highlight sales units/Cluster/Zone contributing highest to mis-selling complaints.
- Build strong governance rhythms with different stakeholders across hierarches to drive the desired outcomes
- Bring the industry best practice to improve the persistency, Freelook cancellation and GIR etc.
- Develop and deploy early warning indicators to identify potential drop collections, rise in FLC inflow.
- Use data analytics to identify cohorts of troublesome geographies to propose corrective actions
- Collaborate with training team to create required awareness and education on market conduct.
- Lead and develop a team focused at consistent performance improvement and enable distribution team
- Persistency - Plan achievement & Increasing persistency to industry best level
- FLC retention & FLC IR plan achievement for the channel
- Freelook Retention - increase in free-look retention ratios.
- Improve GIR scores
- Timely delivery of automation projects
- Development of strong leadership within the team
- Channel Head
- HR Team
- Vertical/Zone heads
- Products & Marketing
- Training Team
- Sound knowledge of life insurance/banking operations model and specifically operations processes such as persistency, FLC etc.
- Ability to express ideas clearly and persuasively
- Effectiveness in planning and organizing activities
- Intra organization skills: Ability to work together with all stakeholder involved, flexibility in taking feedback and modifying approach.
- Result Orientation
- Process Orientation
- Coaching and Mentoring skills
- Lead and drive Rolling collection month o month agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates.
- Drive 11 months MFYP collection rates for better persistency management.
- Proactively identify and deploy corrective/preventive measures to improve rolling collection across different cohorts not limited to seller segment, LOB, Ticket size.etc.
- Act as bridge between field and HO by collaborating with the central persistency team and call centre teams to improve collections.
- MBA / Post graduate with 8-10 years of experience in a similar role, with 2-3 years of experience in insurance industry
- Strong decision making skills to support and enable business
- Excellent interpersonal and communication skills, with the ability to build relationships with internal and external stakeholders