[Only 24h Left] Deputy Manager

3 weeks ago

Gurugram India Max Financial Services Full time

Job Description Market Conduct manager Role Objective: To ensure high levels of customer retention and satisfaction by managing policy persistency, overseeing freelook cancellations, and addressing misselling grievances in alignment with regulatory and organizational standards. ---------------------------------------- Key Responsibilities: 1. Persistency Management - Monitor and improve persistency ratios across all channels (Agency, Bancassurance, Direct, etc.). - Analyze lapse trends and develop targeted interventions to improve renewal rates. - Collaborate with sales and operations teams to drive persistency-focused campaigns. - Track advisor and branch-level performance and provide feedback for improvement. 2. Freelook Cancellation Oversight - Monitor freelook cancellation volumes and reasons across channels. - Identify patterns indicating potential misselling or customer dissatisfaction. - Work with product and sales teams to address root causes and reduce freelook rates. - Ensure timely processing of freelook requests in compliance with IRDAI guidelines. 3. Misselling Grievance Management - Investigate and resolve customer complaints related to misselling. - Liaise with internal stakeholders (Sales, Legal, Compliance) to assess and close cases. - Maintain detailed documentation and audit trails for all grievance cases. - Ensure regulatory reporting and adherence to IRDAI grievance redressal norms. 4. Customer Communication & Education - Design and implement customer education initiatives to reduce grievances. - Develop content for renewal reminders, policy benefits, and complaint resolution. - Support proactive outreach to customers at risk of lapsing or cancelling policies. 5. Reporting & Analytics - Prepare dashboards and MIS reports for senior management and regulators. - Track KPIs such as persistency ratios, freelook rates, grievance resolution TATs. - Use analytics to identify high-risk segments and recommend corrective actions. ---------------------------------------- Key Performance Indicators (KPIs): - Persistency improvement across key milestones (13th, 25th, 37th, 49th month). - Reduction in freelook cancellations and misselling complaints. - Grievance resolution turnaround time (TAT) and customer satisfaction scores. - Compliance with regulatory norms and internal audit standards. ---------------------------------------- Qualifications & Experience: - Graduate/Postgraduate in Business, Finance, Insurance, or related field. - 5-10 years of experience in insurance operations, customer service, or compliance. - Strong understanding of IRDAI regulations and grievance redressal mechanisms. - Excellent communication, analytical, and stakeholder management skills.

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