Chief Manager - Renewals

Job description

Job Description Job TitleChief Manager - Business Planning AnalyticsLocationGurgaon 90CDepartmentOperations - RenewalsFunctionOperationsReporting toAVP –RenewalsBand4B **Key Responsibilities:** - Lead the end-to-end business planning process for renewals collections, and surrender management verticals. - Define annual and quarterly plans in alignment with business goals, regulatory requirements, and market dynamics. - Perform gap analysis and define corrective actions based on forecast vs actual performance - Build and maintain advanced dashboards and reports (MIS) tracking key performance indicators (KPIs) of Call centre like persistency ratio, surrender rates, lapse ratio, renewal collections, and onboarding exceptions. - Analyze customer behavior patterns, risk profiles, and policy trends using predictive analytics models to enhance targeting strategies. - Provide actionable insights to influence strategy and decision-making across collection and retention functions - Perform root-cause analysis of surrender cases and design data-driven interventions to reduce voluntary surrenders. - Identify and flag vulnerable or high-risk policy cohorts for early engagement. - Monitor persistency trends and design focused retention campaigns leveraging propensity models. - Analyze collections performance at a granular level (product-wise, channel-wise, cohort-wise). - Recommend strategies to improve agent and customer engagement based on analytics output. - Support digital initiatives like Autopay win-back models, Humanoid BOT targeting, and customer segmentation models. - Monitor onboarding workflows for anomalies and deviations, including KYC compliance, policy issuance timelines, and system-generated vs manual exceptions. - Establish control frameworks to reduce onboarding errors and drive process improvements. - Collaborate with Operations and Risk teams to mitigate early-stage leakage **Measure of Success:** - Improvement in Persistency Ratio - Reduction in Surrender Rates (Voluntary Involuntary) - Onboarding Exception Ratio - Accuracy Timeliness of MIS Reports - Predictive Model Accuracy Effectiveness - Impact of Data-driven Interventions (collections uplift, early warning score models) - Reduction in manual effort through automation digital tools