Team Lead - Persistency - Thane

Birla Carbon; Thane; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Aditya Birla Group in Thane, Maharashtra seeks a Deputy Manager to lead renewal, retention and performance in the customer service domain. You will drive strategy, coach teams, and ensure delivery against targets, while balancing efficiency and customer experience.

The role focuses on renewals, retention, productivity and ongoing development within a dynamic service environment, aiming to enhance overall customer satisfaction and business outcomes.

Responsibilities

• Drive renewal premium collection and persistency targets through outbound and inbound 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.
• 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.
• 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.
• 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.
• 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.

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Designation : Deputy Manager

Job Description:

4) 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)

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.

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