TL-AVP-Head - Persistency-RA-Thane

Role overview

This position is responsible for putting in place, monitoring, and analysing the new business logging and pre-issuance verification process. The work is driven through the call centre and other business stakeholders, including new business and sales teams. The role requires strong call centre coordination, cross-functional alignment, and a focus on improving business quality, persistency, and verification controls.

Role context and key challenges

The core objective is to run an effective pre-issuance verification process and keep a close track of new business activity. The role operates in an environment where false contactability can affect verification accuracy, policy issuance timelines can be impacted by high volumes, and language capability at the vendor end is critical to prevent business leakage due to incorrect PIVC handling.

• Maintain a highly controlled process despite false contactability and ensure that genuine customers are correctly identified during calls.
• Protect issuance turnaround time, since delayed PIVC can slow policy issuance and affect sales performance, especially when month-end volumes are not processed promptly.
• Ensure the vendor has the required language skills so business is not lost because of incorrect pre-issuance verification.

Key responsibilities

The role includes oversight of new business quality, implementation of PIVC controls, stakeholder engagement, systems support, team development, and dispute closure. It also involves call listening activities under distance marketing and persistency requirements.

• Track the quality of business booked after login using defined monitoring methods and back-office checks.
• Align with compliance and internal audit teams on recurring checks across new business and persistency patterns, including desktop reviews, customer visits, outbound calls, and physical verification.
• Review and closely monitor new business logins to identify exceptions and quality issues.
• Set up and manage the pre-login verification framework for new business logs across DSF and TPD channels.
• Use predictive approaches for verification planning based on trends and industry practices.
• Coordinate verification rules and approach with sales, underwriting, and other key stakeholders.
• Share regular scorecards, dashboards, and insight reports on verification outcomes.
• Ensure all verification results are followed through to closure.
• Take strict action where touchpoints show concerning patterns of disputes.
• Use structured analysis to influence stakeholders toward improving PIVC throughput.
• Study issues and recommend process improvements after detailed stakeholder discussions.
• Support implementation of agreed changes and review progress on a periodic basis.
• Build and maintain systems for storing, retrieving, and sharing PIVC data efficiently.
• Enable sales teams to access updated PIVC information easily.
• Create periodic scorecards and dashboards with improved accuracy and speed, including automation wherever feasible.
• Optimize MIS and dashboard generation while working with lean bandwidth.
• Drive team development and process governance across zones and the call centre.
• Identify process improvement opportunities and implement changes smoothly with stakeholder consultation.
• Ensure team resources are used effectively to deliver goals.
• Maintain process documentation and review it periodically for compliance.
• Keep the process adaptable to change and support smooth transitions.
• Assess training needs and choose suitable tools for team capability building.
• Promote best-practice sharing within zonal teams and encourage creative thinking.
• Maintain a central repository of learnings and best practices for future reference and dissemination.
• Work with stakeholders to close disputes efficiently and maintain seamless coordination.
• Conduct vendor reviews and visits as needed to confirm adherence to PIVC requirements.
• Identify inter-functional synergies and apply best practices to meet team objectives.
• Carry out call listening activities required under distance marketing guidelines in consultation with compliance.
• Perform call listening for the pre-sales process, especially in the tele-sales model.

Additional information

This role is based in Maharashtra, India and is a full-time, on-site position. No salary, stipend, or vacancy count was specified in the source.