Tuta Insurance Brokerage

19 hours ago

Mumbai, India Tuta Insurance Brokerage Full time

Objective:Lead and grow the car insurance renewal portfolio across all distribution channels with an execution-focused approach. Own the full end-to-end renewal journey to maximize retention, upsell/cross-sell opportunities, and customer lifetime value, while ensuring compliance and a seamless customer experience.Key Responsibilities:1. End-to-End Renewal Management- Design, implement, and continually optimize the complete renewal lifecycle from pre-renewal engagement to payment and policy issuance.- Develop segment-wise renewal journeys for different customer cohorts.- Identify and address process leakages to reduce lapse rates.2. Channel Ownership and Performance- Drive renewal volumes across digital self-service, inbound/outbound call centers, agents/brokers, bancassurance, and other partnerships.- Balance cost of retention with portfolio value.- Identify and implement new channels and initiatives for renewal growth, including digital nudges, WhatsApp renewals, and automated payment reminders.3. Data-Driven Execution- Define, track, and report on key renewal KPIs including renewal rates, churn, win-back rates, and cross-sell performance.- Use data analytics to identify high-value segments and run targeted retention campaigns.- Develop actionable insights to improve performance across channels.4. Team and Vendor Management- Lead and manage internal teams such as call center operations, digital product, marketing, and compliance.- Manage relationships with third-party vendors for outbound calling, messaging, and other communication needs.- Ensure partner training and incentive structures are aligned with renewal targets.5. Process Automation and Technology Enablement- Collaborate with product and technology teams to automate reminders, smart payment links, and follow-up workflows.- Integrate CRM, dialers, and campaign tools to maximize contactability and conversion.- Ensure all processes comply with regulatory guidelines.6. Customer Experience and Compliance- Continuously reduce friction in the renewal process through simpler journeys, faster payment options, and instant policy issuance.- Monitor and act on customer feedback to address gaps in the renewal experience.- Ensure high levels of compliance and grievance redressal standards.Key Requirements:- Proven experience in managing renewal or retention functions for motor/car insurance or general insurance.- Strong execution mindset with a track record of delivering measurable results.- Deep understanding of multi-channel sales and service operations, especially call centers and digital platforms.- Strong data orientation with ability to define KPIs, track performance, and derive insights.- Hands-on exposure to CRM systems, dialers, campaign management tools, and dashboards.- Sales-focused mindset with strong knowledge of upselling/cross-selling within renewals.- Excellent leadership and team management skills to align cross-functional teams and partners.- Strong customer focus with a commitment to compliance and ethical practices.Renewal Head - Car InsuranceYear-on-year improvement in renewal ratesRenewal Head Car InsuranceYear-on-year improvement in renewal ratesKey Performance Indicators:- Year-on-year improvement in renewal rates- Reduction in lapse and churn rates- Growth in upsell/cross-sell revenue from renewals- Cost per renewal vs. customer lifetime value- Customer satisfaction and complaint metrics (ref:iimjobs.com)

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