Deputy Manager - Renewals

Job description

**a { text-decoration:** none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } Job Requisition (JR) – Deputy Manager, Renewals Operations Position Deputy Manager – Renewals Operations Location Gurugram Role Purpose The Deputy Manager will be responsible for managing and optimizing the end-to-end customer lifecycle, including onboarding, renewals, premium collections, free-look cancellations, and grievance management. The role requires strong analytical capabilities, operational excellence, and the ability to leverage data-driven insights to enhance customer retention, service quality, and process efficiency. **a { text-decoration:** none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } Key Responsibilities - Manage and driveFree Look Cancellation (FLC) andGrievance Redressal (GIR) operations, ensuring timely resolution and adherence to regulatory guidelines. - Conduct detailed analysis of FLC and grievance trends to identify key drivers, root causes, and areas of improvement. - Benchmark current processes and performance againstindustry best practices and recommend actionable solutions to reduce avoidable inflows and improve customer experience. - Design and implement initiatives toreduce FLC and grievance volumes through process enhancements, customer communication improvements, and proactive interventions. - Evaluate the effectiveness of thePre-Issuance Verification Call (PIVC) process and identify opportunities to strengthen quality checks. - Recommend and implement customer-centric changes to the PIVC framework to improve customer understanding of product features, benefits, and policy terms. - Develop mechanisms to identify and preventnon-quality business at source during the onboarding stage, thereby improving policy persistency and reducing early cancellations. - Collaborate with Distribution, Operations, Customer Service, Product, and Compliance teams to address process gaps and drive sustainable improvements. - Leverage analytics, Python, and Advanced Excel to generate insights, build dashboards, and support data-driven decision-making. - Monitor key operational metrics, present findings to leadership, and drive continuous improvement initiatives based on actionable recommendations. - Prepare management presentations highlighting trends, root-cause analysis, benchmark studies, business impact, and proposed solutions. - Support strategic projects focused on enhancing onboarding quality, customer retention, and overall customer experience across the policy lifecycle. Required Skills Competencies Technical Skills - Strong analytical and problem-solving skills. - Proficiency inPython for data analysis, reporting, and automation. - Advanced Excel (Pivot Tables, Power Query, Advanced Formulas, VBA preferred). - Experience in dashboarding and MIS reporting. - Knowledge of Power BI/SQL will be an added advantage. Domain Knowledge - Strong understanding of theLife Insurance policy lifecycle. - Knowledge of customer onboarding processes. - Experience inRenewals and Premium Collection operations. - Understanding ofFree-Look Cancellation processes and regulatory requirements. - Experience in handlingCustomer Grievances and Escalations. - Knowledge of customer retention and service excellence practices. Behavioral Competencies - Strong presentation and stakeholder management skills. - Excellent communication and interpersonal abilities. - Ability to convert complex data into meaningful business insights. - High ownership, accountability, and attention to detail. - Strong team collaboration and problem-solving skills. Educational Qualification - Bachelor's degree in Engineering, Statistics, Mathematics, Commerce, Business Administration, or a related field. - MBA or equivalent postgraduate qualification preferred. Experience - 5-8 years of experience in Life Insurance Operations, Renewals, Customer Retention, Grievance Management, or Business Analytics. - Experience in managing operational performance and process improvement initiatives. - Hands-on experience in analytics, reporting, and customer lifecycle management. Preferred Qualifications - Experience in automation and digital transformation projects. - Exposure to customer retention, collections, and service operations. - Working knowledge of Power BI, SQL, or other data visualization tools. **Designation:** Deputy ManagerFunction: Renewals OperationsReporting To: Senior Manager – Renewals Operations