About the role
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.