Descriptions

SUMMARY

OVERVIEW

- A strategic role designed to protect and enhance Alliance Life`s business value by controlling revenue leakages, improving persistency rates, and establishing world-class customer experience standards.

- This position combines operational excellence in business conservation with strategic customer experience management, directly impacting profitability and sustainable growth.

KEY RESPONSIBILITIES

- Implement comprehensive business conservation strategies to minimize policy lapses, surrenders, and cancellations across all product lines, both corporate & group.

- Monitor persistency rates by product, channel, customer segment, and policy vintage.

- Implement early warning systems to flag policies with missed premiums, and reach out to customers within SLA for renewal.

- Work with respective teams or on projects to minimize lapsation such as alternate premium collection avenues.

- Co-design and work on setting up Alliance Life`s customer service.

- Own and drive Net Promoter Score (NPS) measurement and improvement across the organization.

- Collaborate with Marketing, Operations, IT, and Distribution teams to implement customer experience improvements.

- Champion customer-centric culture through training and awareness programs.

- Set up customer service channels including phone support, email support, WhatsApp support, and walk-in customer service.

- Develop knowledge management systems and FAQs.

- Monitor and improve service level agreements (SLAs)

- Co-establish data collection and analytics frameworks to generate actionable insights on business conservation and customer experience.

- Conduct cohort analysis to understand persistency patterns by product, distribution channel, and customer demographics.

- Publish executive dashboards and reports providing visibility into conservation and customer experience metrics.

- Leverage customer feedback data to identify systemic issues, passing feedback to respective units and ensure close-looping.

- Gain competitive intelligence to benchmark Alliance Life`s performance against industry best practices.

REQUIREMENTS

- Education: Bachelor`s Degree in Marketing, Business Administration or a related field.

- Experience: Minimum of 3 years of proven experience in sales and marketing roles in the life insurance industry.

- Skills and Competencies:

- Excellent communication and interpersonal skills, presentation, negotiation and persuasive skills.

- In-depth understanding of sales techniques, life insurance products and customer behaviour.

- Proficiency in Microsoft Office Suite and ability to learn new or updated software.

- Confidentiality: Demonstrated ability to handle confidential information with discretion.

- Adaptability: Ability to adapt to changing priorities, multi-task, ccreative thinking and problem-solving abilities.

- Team Player: Ability to work independently collaborate effectively collaboratively in a fast-paced environment.

- Proven valid network within the corporate world.

- Customer/client care oriented.

- Ability to portray high level of integrity and professionalism, including well-groomed appearance.

BENEFITS

- No information provided.

DEADLINE

- No information provided.

JOB TYPE

- Full-time.

HOW TO APPLY

If you meet the qualifications and are interested in this position, please submit your resume to [email protected] Use the instructions inside the job description to apply.