Assistant Vice President - Renewals (General Insurance)

AVP Renewals

Description

AVP – Renewals (Sales & Sales Support)

We are seeking an accomplished AVP – Renewals to lead and optimize our call-center driven renewal operations within the General Insurance vertical. Reporting to senior leadership, you will head a high-performing team focused on maximizing policy renewals, elevating customer experience, and driving revenue growth through best-in-class retention strategies.

Responsibilities:

1. Lead, mentor, and manage the renewals call-center team to achieve retention and upsell targets.
2. Design and implement renewal strategies, scripts, and workflows that enhance customer satisfaction and minimize churn.
3. Monitor daily call-center performance metrics (AHT, conversion, NPS, etc.) and initiate data-driven improvements.
4. Collaborate closely with Sales, Product, Underwriting, and Customer Success teams to ensure seamless renewal processes and cross-sell opportunities.
5. Develop training programs to continuously upskill agents on product knowledge, consultative selling, and compliance.
6. Ensure adherence to IRDAI and company regulations, quality standards, and audit requirements across all renewal activities.
7. Prepare periodic reports and dashboards for senior management, highlighting performance trends, risks, and strategic recommendations.
8. Champion process automation, technology adoption, and cost optimization initiatives within the renewals function.

Skills Required

Experience managing call centers, preferably in General Insurance, is a must

Education/Qualification

Graduation/PG

Desirable Skills

None