Team Leader Surrender Retention

IndiaFirst Life Insurance Company; Mumbai Suburban; On-site; INR 900,000 - 1,500,000; Full time

Job summary

IndiaFirst Life Insurance Company is seeking a proactive leader to head surrender retention initiatives. You will manage a team across channels, monitor daily metrics, and ensure adherence to processes and compliance.

The role focuses on driving retention strategies, implementing targeted campaigns, and collaborating with Sales, Operations, Product, and IT to improve persistency and customer experience. Strong communication, stakeholder management, and knowledge of life insurance products are

Qualifications

• Lead and manage a surrender retention team across channels.
• Monitor daily performance metrics (call productivity, conversion, retention).
• Ensure adherence to processes, SLAs, and compliance.
• Conduct regular team reviews, coaching sessions, and performance improvement plans.
• Drive retention strategies to minimize policy surrenders and improve persistency.
• Collaborate with cross-functional teams (Sales, Operations, Product, IT) to improve retention outcomes.
• Identify high-risk customers and deploy proactive retention measures.

Responsibilities

• Lead a team to execute surrender retention initiatives.
• Track metrics like productivity, conversion, and persistency.
• Coach staff and implement performance plans.
• Collaborate with cross-functional teams to improve retention outcomes.

Skills

Strong communication

Persuasion skills

CRM proficiency

Data entry

Market understanding

Stakeholder management

Life insurance knowledge

Financial planning

Team leadership

Retention strategies

Performance monitoring

Tools

CRM software

Job description

Role & responsibilities

• Lead and manage a team responsible for surrender retention activities across assigned channels/segments
• Monitor daily performance metrics such as call productivity, conversion rates, and retention efficiency
• Ensure adherence to defined processes, SLAs, and compliance guidelines
• Conduct regular team reviews, coaching sessions, and performance improvement plans
• Drive retention strategies to minimize policy surrenders and improve persistency ratios
• Implement targeted calling campaigns, segmentation strategies, and intervention frameworks
• Collaborate with cross-functional teams (Sales, Operations, Product, IT) to improve retention outcomes
• Identify high-risk customers and deploy proactive retention measure

Preferred candidate profile

• Improve retention and persistency ratios.
• Achieve team targets and productivity benchmarks.
• Ensure quality customer experience and timely campaign execution.
• Handle & Drive team for achieving the target
• Relationship/Stakeholder management
• Understanding of Market situations
• Achievement of MoM Retention target
• Strong communication and persuasion skills.
• Knowledge of life insurance products and financial planning.
• CRM and data entry proficiency