Retention Support - Manager

Responsibilities

• Renewal Operations & Retention Support
• Ensure timely and accurate generation of Renewal Notices (RN) in coordination with Underwriting, Operations, and Technology teams.
• Oversee preparation and distribution of renewal data dumps for Branches, Contact Centre and Sales teams within agreed timelines.
• Provide business support to branches and internal stakeholders for renewal-related queries, allocation issues, and operational escalations.
• Support central retention teams with timely data and analytical inputs to drive renewal performance.
• Monitor renewal process adherence and identify opportunities to improve efficiency and customer experience.
• Process Governance
• Monitor process TATs and ensure adherence to defined service levels across renewal operations.
• Maintain and periodically update SOPs, process documents, and business guidelines in line with business requirements and underwriting directives.
• MIS, Analytics & Business Insights & Automation
• Manage and publish periodic business dashboards, retention scorecards, product performance reports, conversion reports, and management MIS.
• Generate performance analysis across Zones, Regions, Branches, Products, IMDs, and Employees.
• Incentive & Performance Support
• Manage preparation and validation of incentive calculation files across retention channels.
• Support business teams with performance tracking and productivity reporting.
• Data Quality, Reporting Governance & Controls
• Conduct periodic validation of system reports and other business intelligence outputs to ensure data integrity and accuracy.
• Identify reporting gaps and collaborate with Technology and internal teams for report enhancements and new report development.
• Support business requirement documentation by providing report logic, business rules, and data definitions.
• Ensure adherence to reporting governance standards and audit requirements.
• RN Regeneration & Exception Management
• Monitor and track all renewal notice regeneration requests.
• Investigate root causes of regeneration requirements and drive permanent corrective measures.
• Maintain governance around renewal exceptions, process deviations, and operational controls.
• Recommend preventive controls to reduce recurring issues and improve process stability.
• Stakeholder Management
• Act as a key liaison between Business, Technology, Underwriting, Operations, Actuarial, Audit, and Compliance teams.
• Drive collaboration to ensure timely delivery of renewal support activities and automation initiatives

Qualifications

• Education: Postgraduate
• Experience: 5+ years

Required Skills

• Skills: Experience in Insurance Operations, Retention, Renewal Management, MIS, Business Support, Process Excellence, or Automation.
• Mindset: Ownership & Resolution Orientation, strong customer relationships, understanding customer concerns, and drive policy renewals through effective engagement.