Team Lead - Persistency

Key Result Areas and Responsibilities

As a Team Lead focused on persistency, you will spearhead renewal premium collections and aim to meet persistency targets by managing outbound and inbound calling efforts. Your role involves closely tracking renewal performance on a daily, weekly, and monthly basis to ensure targets are met. Special emphasis will be placed on engaging high-risk lapse and customers with upcoming renewals to minimize cancellations and maximize retention.

Customer Retention and Conversion

You will enhance renewal conversion rates by skillfully managing customer interactions, addressing objections effectively, and leading initiatives to retain customers intending to cancel, port, or not renew policies. Additionally, you will continuously monitor and reduce customer drop-offs throughout the renewal cycle by ensuring timely follow-ups and successful closures.

Team Performance and Productivity Management

Managing productivity will be critical, including tracking metrics such as calls made per full-time employee, talk time, conversion rates, and follow-up success. Conducting daily performance assessments and coaching sessions will help maintain high team standards. You will oversee workforce allocation and ensure the team meets established productivity goals.

Operational Excellence and SLA Adherence

You will guarantee compliance with service level agreements, maintain quality standards in call handling, and ensure prompt turnaround times. Monitoring queue management, equitable call distribution, and balancing workloads are key operational tasks to maximize efficiency without compromising the customer experience.

People Development and Engagement

Coaching and growing team members through consistent feedback, call evaluations, and targeted training will be essential. You will identify areas needing skill enhancement and roll out capability-building programs. Fostering a motivated and engaged team environment to encourage retention and high morale will also be part of your responsibility.