Deputy Manager - Renewals

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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 drive Free Look Cancellation (FLC) and Grievance 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 against industry best practices and recommend actionable solutions to reduce avoidable inflows and improve customer experience.
• Design and implement initiatives to reduce FLC and grievance volumes through process enhancements, customer communication improvements, and proactive interventions.
• Evaluate the effectiveness of the Pre-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 prevent non-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 in Python 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 the Life Insurance policy lifecycle.
• Knowledge of customer onboarding processes.
• Experience in Renewals and Premium Collection operations.
• Understanding of Free-Look Cancellation processes and regulatory requirements.
• Experience in handling Customer 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

• Bachelors 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 Manager
Function: Renewals Operations
Reporting To: Senior Manager - Renewals Operations