About the role
Renewal & Revival Delivery Drive multi?channel collections (Contact Center, Branch, Vendors, Bots). Analytics & Modelling: propensity based cohorting and insighting Contact Center Management: Manage end to end outbound contact center driving renewals with 500+ seats yearly Surrender to AUM: To drive & design of customer retention journey along with cross functional teams to ensure adherence to STA incl. tool implementation, revamp of customer journey, governance and insighting Vendor Management: Management end to end governance of 4+ vendors to improve overall collections and CX Audit Management: Manage yearly internal & external audits - ISO audits, outsourcing audits, IT audits New Initiatives & Strategic Projects – Identify gaps in current process to propose & implement new initiatives Coordinate with internal stakeholders – IT, legal, compliance, business, actuarial etc. to identify and execute projects for the department