Business Retention & Persistency Manager

Role Name : Chief Manager/AVP – BRE Strategy and Operations

Work Location: Goregaon (East), Mumbai

Education: Post Graduate

Role Overview

The role is responsible for leading critical communication initiatives, managing end to end call center operations and overseeing the financial planning and budgeting processes for the BRE team. This position requires strong coordination, analytical, and stakeholder management skills to ensure seamless execution of business strategies and continuous process improvements.

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Key Responsibilities

1. Communication Management & Framework Enhancement

• Manage all ad hoc and scheduled communications across the BRE team, ensuring clarity, timeliness, and consistency.

• Design and execute innovative communication strategies to enhance stakeholder engagement and operational efficiency.

• Continuously evaluate and improve the BRE communication framework, identifying opportunities to streamline processes and enhance effectiveness.

• Collaborate with cross functional teams to ensure alignment, accuracy, and compliance in all communications.

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2. End to End Call Center Management

• Oversee daily operations of the renewal call center, ensuring adherence to quality standards, scripts, and compliance guidelines.

• Drive call center performance to achieve renewal collection targets and improve customer retention metrics.

• Implement process improvements to enhance agent productivity, customer experience, and operational throughput.

• Monitor KPIs and dashboards, conduct performance reviews, and provide actionable insights for continuous improvement.

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3. Financial Budgeting & Provisioning

• Lead the annual budgeting, forecasting, and provisioning processes for the BRE team.

• Track and manage monthly expenses, ensuring adherence to approved budgets and financial discipline.

• Prepare financial reports and analyses to support decision making and leadership reviews.

• Partner with Finance and relevant stakeholders to ensure timely and accurate provisioning.

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Key Skills & Competencies

• Strong communication and stakeholder management skills

• Analytical thinking and problem solving abilities

• Experience in call center operations or collections preferred

• Financial acumen with understanding of budgeting and provisioning

• Ability to drive process innovation and continuous improvement

• Proficiency in MS Excel, Power BI, and reporting tools (preferred)

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Education & Experience

• Bachelor's degree in Business, Finance, Operations, or related field

• 10 years + experience in operations, communications, call center management, or financial coordination roles