Job Description
Job Duties and Responsibilities:
- 1. Strategy Development for Life Policy Renewal Follow-Up
- Formulate and implement strategic initiatives aimed at enhancing policy renewal rates, including the development of call scripts, structured call planning, and segmentation based customer outreach.
- Leverage data analytics to prioritize follow-up efforts for 'high value' and 'at risk' customers.
- Collaborate with the Life Technical and IT teams to effectively monitor lapsed and due policies.
- 2. Team Management
- Supervise and lead the renewal follow-up team to ensure timely and effective communication with customers whose policies are approaching their renewal dates.
- Track team performance using key performance indicators (KPIs) such as call volume, conversion rates, and improvements in policy persistency.
- Provide ongoing training and coaching to enhance team capabilities and performance.
- 3. Customer Engagement
- Ensure consistent delivery of high quality customer interactions to maximize policy renewals.
- Educate customers on available options related to premium payments, policy benefits, and terms and conditions.
- Coordinate closely with the customer service and sales teams to manage and resolve customer escalations effectively.
- 4. Reporting and Analytics
- Generate and interpret reports related to renewal follow-up activities, persistency patterns, and overall team performance.
- Deliver weekly, monthly, and quarterly performance reports to senior management.
- Identify operational gaps and recommend actionable enhancements to the renewal process.
- 5. Process Improvement
- Ensure all follow-up activities adhere to regulatory requirements and internal policies.
- Identify opportunities for process optimization and automation, such as SMS and WhatsApp-based reminders.
- Actively participate in cross-functional initiatives aimed at improving the end-to-end policy renewal journey.
Qualifications / Pre-requisites / Requirements for the Position:
- Assistant Manager:
- Masters Degree/Post Graduate Diploma/Degree/Special Degree/Professional Qualification or Equivalent related to the functional area from a University/Institute approved by the UGC with minimum of 3 years’ experience in Executive Capacity.
- Manager:
- Masters Degree/Post Graduate Diploma/Degree/Special Degree/Professional Qualification or Equivalent related to the functional area from a University/Institute approved by the UGC with Minimum of 3 years’ experience as an Assistant Manager.
- Excellent communication skills in Sinhala and Tamil and English.
- Should possess a presentable and positive attitude, a pleasing and outgoing personality, a customer-oriented mindset, strong leadership skills, and a winning attitude.
- Age is preferably below 40 years.
If you believe you possess the above qualifications & experience, send in your CV along with the names of two non-related referees within 07 days of this advertisement to the address below, stating the post applied for on the top left corner of the envelope or e-mail to [email protected] stating the post applied for in the subject line.
DGM - Human Resources
Sri Lanka Insurance Life, No 21, Vauxhall Street, Colombo 02.
Company Registration Number: PB 286362