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4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas) | |
Key Result Areas | Supporting Actions |
Renewal Business & Persistency Achievement | • Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns. |
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. |
Operational Excellence & SLA Management | • Ensure adherence to service levels, call handling standards and turnaround timelines. • Optimize operational efficiency without compromising customer experience. |
People Development & Engagement | • Coach and develop team members through regular feedback, call calibrations and training interventions. • Drive employee engagement, motivation and retention within the team. |
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 6-8 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Team Lead - Persistency - Thane at Aditya Birla Group.
This role requires around 6-8 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to Aditya Birla Group's application process for this role.