Manager Renewals and Persistency

Summary

We are looking for a detail-oriented and proactive professional to lead audit, compliance, and risk initiatives within the renewals and customer retention domain. The role focuses on ensuring regulatory adherence, process improvements, and governance across customer communication, payments, and journey flows. It also includes cross-functional project execution, automation, and internal control development to enhance operational efficiency.

Responsibilities –

Audit & Compliance (40%)

1. Conduct deep-dive audits and compliance reviews for payments, communication, and surrender processes.
   
2. Present key findings and mitigation plans to senior stakeholders.
   
3. Maintain the operational loss database and ensure adherence to IRDAI reporting and internal compliance systems.
   
4. Monitor journey flows, identify operational gaps, and coordinate with teams for resolution.
   
5. Ensure timely closure of compliance observations; escalate critical issues in governance forums.
   

Customer Communication & Payments (40%)

1. Design and track Standard Internal Controls (SICs) to strengthen intent-based communication and process accuracy.
   
2. Lead process improvement initiatives using feedback from internal stakeholders and distribution partners.
   
3. Drive automation and system enhancement initiatives in collaboration with IT and Risk functions.
   
4. Analyze data for root cause identification and track efficacy of solutions implemented.
   
5. Ensure seamless coordination with cross-functional teams for initiative execution.
   

Project Management & Governance (20%)

1. Drive re-engineering of processes based on customer/distributor feedback.
   
2. Deploy targeted communications to improve customer and partner experience.
   
3. Support regulatory compliance through ongoing reviews and governance mechanisms.
   
4. Track project progress and report outcomes in management committees.
   

Requirements –

1. Graduate or Post-Graduate in Management preferred.
   
2. 4–5 years of relevant experience, with at least 2 years in Operations or Customer Service.
   
3. Exposure to operational audits, risk assessment, and regulatory compliance.
   
4. Hands-on understanding of payments processes, automation, and system enhancements.
   
5. Prior managerial experience with strong documentation and communication skills.