Team Lead - Persistency

Aditya Birla Group · Mumbai · onsite · Posted 61d ago

Not disclosedFresherfulltimeSourced from Foundit

About a minute. You'll make an account on the way through.

About this role

Job Description

Key Result Areas	Supporting Actions
Renewal Business & Persistency Achievement	. Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns. . Monitor daily, weekly and monthly renewal performance against targets. . Execute focused interventions on high-risk lapse and renewal-due customers to improve retention rates.
Customer Retention & Conversion Management	. Improve renewal conversion rates through effective customer engagement and objection handling. . Drive save activities for cancellation, portability and non-renewal requests. . Track and reduce drop-offs across the renewal journey by ensuring timely follow-ups and closures.
Team Performance & Productivity Management	. Monitor productivity metrics such as calls per FTE, talk time, conversion rates and follow-up effectiveness. . Conduct daily performance reviews and coaching sessions. . Ensure optimal workforce utilization and achievement of team productivity benchmarks.
Operational Excellence & SLA Management	. Ensure adherence to service levels, call handling standards and turnaround timelines. . Monitor queue management, call distribution and workload balancing. . Optimize operational efficiency without compromising customer experience.
People Development & Engagement	. Coach and develop team members through regular feedback, call calibrations and training interventions. . Identify skill gaps and implement capability-building initiatives. . Drive employee engagement, motivation and retention within the team.

Sourced from foundit

Skills

leadershipBusiness DevelopmentmanagementSalesOperations ManagementInsurance

About Aditya Birla Group

Aditya Birla Group

Metals & Mining

227.5k+

employees

1857

169 years old

Mumbai, Maharashtra

India

About

Aditya Birla Group is a Fortune 500 global conglomerate. The company's businesses have grown into global powerhouses in a wide range of sectors metals, textiles, carbon black, telecom and cement.

Industries

Metals & MiningFinancial ServicesBuilding MaterialRetailTelecomChemicals

Employee ratings

2,383 reviews

4.1/ 5

Culture

3.9

Career growth

3.5

Work-life

4.0

Employees rate it well for

Work Culture191Salary167Senior Management152Work Life Balance146Job Security123

Find them on

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Key Result Areas

Supporting Actions

Renewal Business & Persistency Achievement

. Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns.
. Monitor daily, weekly and monthly renewal performance against targets.
. Execute focused interventions on high-risk lapse and renewal-due customers to improve retention rates.

Customer Retention & Conversion Management

. Improve renewal conversion rates through effective customer engagement and objection handling.

. Drive save activities for cancellation, portability and non-renewal requests.

. Track and reduce drop-offs across the renewal journey by ensuring timely follow-ups and closures.

Team Performance & Productivity Management

. Monitor productivity metrics such as calls per FTE, talk time, conversion rates and follow-up effectiveness.
. Conduct daily performance reviews and coaching sessions.
. Ensure optimal workforce utilization and achievement of team productivity benchmarks.

Operational Excellence & SLA Management

. Ensure adherence to service levels, call handling standards and turnaround timelines.
. Monitor queue management, call distribution and workload balancing.

. Optimize operational efficiency without compromising customer experience.

People Development & Engagement

. Coach and develop team members through regular feedback, call calibrations and training interventions.
. Identify skill gaps and implement capability-building initiatives.

. Drive employee engagement, motivation and retention within the team.