We are an Talent Acquisition team, currently representing to one of our Leading Client into Life Insurance based in Mumbai(Thane).

Job Title :

Renewal Campaign Manager - (Persistency Management)

Job Description :

- Design & manage renewal campaigns for outbound contact center, communication programs, payment avenues & vendor management.

- The role demands to manage campaigns which influence point of sale stakeholders for persistency and renewals, service TAT's ensuring high on NPS scorecard and reporting inferences on the outcome.

- Campaign data management, Quality and Accuracy in execution meeting timelines.

- Improve Persistency & Renewal of the Company Portfolio on KPIs. 

Vendor Management - outbound contact center, field service management, SMS & Credit Bureau.

Main Responsibilities :

1) Campaign Design and Execution : 

- Design the campaign basis the disposition and business analytics to improve renewals with persistency.

- Co-ordination with respective internal and external teams for execution of the campaign.

- Ensure Productivity are met on incremental basis across touchpoints

- Regular governance & engagement with outbound /Inbound contact center teams

- Focus on quality and disposition accuracy at outbound contact center.

- Coordination with Vendor programming in CRM and Dialer Schedule for efficient calling

- Attrition Control & Effective Training of Outsource Tele-callers and field service officers

- Define KPI for each enhancer's participating in the campaign and publish reports.

- Escalation & Resolution based on dispositions and work towards closure.

2) Autopay Revival Management

- Dishonored and Mandate rejection leads are called and shared with payment assistance team for further action along with increase in Autopay Setup.

3) Billing Invoice Management - Audit & Billing Approval Supporting for Vendor Management

4) Customer Communications Touchpoints (SMS/Email & Mailers) - Schedules & Content

5) Project Management - Persistence

-Coordinating with the work stream leaders for tracking and closure of activities. Coordinate with Stakeholders of the Dispositions and Closing the Customer Requests/concerns. Highlight Process and gaps at Point of Sale.

Qualification and Skills required :

- Graduate/ Post Graduation in Marketing/Operations.

- 6- 12 Years in Campaign Management, Vendor Management, Working in outbound contact center environment with experience of about 4+ years in Life Insurance industry

- Designing Campaigns based on trends (Test & Control environment), Managed outbound contact center, Project Management, Vendor Management, Ms Office, Outbound Dialer Management

Experience Range :

8+ years

Educational Qualifications :

Any graduation, and MBA/PGDM

Kindly let us know if you wish to discuss more, can also reach out directly 

Team Edventus

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