AVP Renewals

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.

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.

1. Bachelor’s degree in any discipline (Business, Insurance, or related field preferred).
2. 8–10 years of progressive experience managing large-scale call centers, with at least 3 years in a leadership role within General Insurance renewals.
3. Proven track record of achieving or exceeding renewal and retention KPIs.
4. Strong understanding of General Insurance products, policy lifecycle, and regulatory guidelines.
5. Exceptional people-management skills with the ability to inspire, coach, and performance-manage large teams.
6. Analytical mindset with proficiency in using CRM/CTI systems, IVR dashboards, and data analytics tools to drive decisions.
7. Excellent communication, negotiation, and stakeholder management abilities.
8. Willingness to work from our designated office location and flexibility to handle extended or rotational shifts when needed.

1. MBA or Postgraduate qualification in Sales/Marketing/Insurance Management.
2. Certifications such as Licentiate/Associate from Insurance Institute of India.
3. Experience implementing omnichannel (voice, chat, email, social) renewal strategies.
4. Exposure to advanced analytics, AI/ML-based customer retention tools, or Robotic Process Automation (RPA).
5. Ability to speak multiple regional languages to connect with diverse customer segments.

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