Retention Support - Manager

ResponsibilitiesRenewal Operations & Retention Support Ensure timely and accurate generation of Renewal Notices (RN) in coordination with Underwriting, Operations, and Technology teams.Oversee preparation and distribution of renewal data dumps for Branches, Contact Centre and Sales teams within agreed timelines.Provide business support to branches and internal stakeholders for renewal-related queries, allocation issues, and operational escalations.Support central retention teams with timely data and analytical inputs to drive renewal performance.Monitor renewal process adherence and identify opportunities to improve efficiency and customer experience.Process Governance Monitor process TATs and ensure adherence to defined service levels across renewal operations.Maintain and periodically update SOPs, process documents, and business guidelines in line with business requirements and underwriting directives.MIS, Analytics & Business Insights & Automation Manage and publish periodic business dashboards, retention scorecards, product performance reports, conversion reports, and management MIS.Generate performance analysis across Zones, Regions, Branches, Products, IMDs, and Employees.Incentive & Performance Support Manage preparation and validation of incentive calculation files across retention channels.Support business teams with performance tracking and productivity reporting.Data Quality, Reporting Governance & Controls Conduct periodic validation of system reports and other business intelligence outputs to ensure data integrity and accuracy.Identify reporting gaps and collaborate with Technology and internal teams for report enhancements and new report development.Support business requirement documentation by providing report logic, business rules, and data definitions.Ensure adherence to reporting governance standards and audit requirements.RN Regeneration & Exception Management Monitor and track all renewal notice regeneration requests.Investigate root causes of regeneration requirements and drive permanent corrective measures.Maintain governance around renewal exceptions, process deviations, and operational controls.Recommend preventive controls to reduce recurring issues and improve process stability.Stakeholder Management Act as a key liaison between Business, Technology, Underwriting, Operations, Actuarial, Audit, and Compliance teams.Drive collaboration to ensure timely delivery of renewal support activities and automation initiativesQualificationsEducation: PostgraduateExperience: 5+ yearsRequired SkillsSkills: Experience in Insurance Operations, Retention, Renewal Management, MIS, Business Support, Process Excellence, or Automation.Mindset: Ownership & Resolution Orientation, strong customer relationships, understanding customer concerns, and drive policy renewals through effective engagement.