Team Lead - Persistency

Aditya Birla Health Insurance Company Limited; Maharashtra; On-site; INR 600,000 - 800,000; Full time

Job summary

Aditya Birla Health Insurance Company Limited in India seeks a results-driven contact center leader to drive renewal renewals and improve persistency. You will oversee outbound/inbound campaigns, monitor performance, and intervene for high-risk lapse customers to protect retention and revenue.

You will also guide the team on conversion improvements, save activities, and follow-up discipline while maintaining service levels and overall customer experience.

Responsibilities

• Drive renewal premium collection and persistency targets via outbound/inbound calls.
• Monitor daily, weekly and monthly renewal performance against targets.
• Execute interventions on high-risk lapse and renewal-due customers to boost retention.
• Improve renewal conversion through effective customer engagement and handling objections.
• Drive save activities for cancellations, portability and non-renewal requests.
• Track and reduce renewal journey drop-offs with timely follow-ups and closures.
• Monitor productivity metrics: calls per FTE, talk time, conversion, follow-ups.
• Conduct daily performance reviews and coaching sessions with the team.
• Ensure optimal workforce utilization and productivity benchmarks.
• Ensure adherence to service levels, call handling standards, turnaround timelines.
• Monitor queue management, call distribution and workload balancing.
• Optimize operational efficiency without compromising customer experience.
• Coach and develop team members through feedback, calibrations and training.
• Identify skill gaps and implement capability-building initiatives.
• Drive employee engagement, motivation and retention within the team.

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.