Team Lead - Persistency - Thane

Aditya Birla Health Insurance Company Limited; Maharashtra; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Aditya Birla Health Insurance Company Limited in Maharashtra seeks a results-driven operations professional to lead Renewal & Persistency initiatives and optimize customer retention. The role emphasizes outbound/inbound campaigns, performance tracking, coaching, and cross-team collaboration to sustain high service levels and improve persistency in a busy contact-center environment.

Responsibilities include driving renewal campaigns, monitoring daily performance, coaching staff, and implementing

Responsibilities

• Renewal: Drive renewal premium collection and persistency targets through outbound and inbound calling campaigns.
• Customer Retention & Conversion: Improve renewal conversion rates and drive save activities for cancellations and non-renewals.
• Team Performance & Productivity: Monitor productivity metrics, conduct daily coaching, and optimize workforce utilization.
• Operational Excellence & SLA Management: Ensure adherence to service levels, queue management, and turnaround timelines.
• People Development & Engagement: Coach team members, identify skill gaps, and drive engagement and retention.

Job description

Key Result Areas

Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 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.