Manager- Retention

Roles & Responsibilities

Job Summary

Riskbirbal Insurance Broker Pvt. Ltd. is seeking a proactive and customer-focused Manager – Retention to lead the policy retention function. The ideal candidate will be responsible for driving customer retention strategies, ensuring timely policy renewals, reducing customer churn, improving customer satisfaction, and leading a high-performing retention team. The role requires strong leadership, analytical skills, and a deep understanding of insurance renewal processes.

Key Responsibilities

• Develop and implement effective customer retention and policy renewal strategies to drive renewable business and maximize revenue through cross-selling and upselling insurance products to existing clients.
• Lead, mentor, and manage the Retention Team to achieve monthly and annual renewal targets.
• Monitor daily renewal pipelines and ensure timely follow-up with customers before policy expiry.
• Analyze customer retention trends, renewal ratios, and churn data to improve business performance.
• Coordinate with Sales, Operations, Claims, and Customer Support teams to enhance customer experience.
• Resolve customer escalations and ensure prompt resolution of service-related concerns.
• Build strong relationships with existing customers to improve loyalty and long-term business.
• Design customer engagement initiatives to increase policy renewals and cross-selling opportunities.
• Monitor team productivity, KPIs, and service quality through regular reviews.
• Prepare daily, weekly, and monthly MIS reports for management.
• Ensure compliance with IRDAI regulations, company policies, and internal processes.
• Conduct regular coaching, training, and performance reviews for team members.