Overview
Team Lead – Persistency Jobs in Maharashtra, India at Aditya Birla Capital
Title: Team Lead – Persistency
Company: Aditya Birla Capital
Location: Maharashtra, India
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.
