Senior Manager - Renewals

Job Description

PositionSM

Incumbent

DepartmentCRTFunctionRenewalsReporting toAVP – RenewalsBand3LocationGurgaon – 90CTeam size (D/I)

1-2 employees

JOB SUMMARY:

This role is responsible for driving data-led insights to improve persistency and renewal performance. It involves deep analytical work across customer cohorts, renewal behavior, and risk indicators, enabling proactive interventions and strategic decision-making.

Key Responsibilities

1. Advanced Analytics Insights

Perform deep-dive analysis on persistency metrics (13M, 25M, renewal ratios, cohort performance).

Analyze customer behavior across lifecycle stages to identify renewal patterns and risks.

Generate actionable insights to improve retention and renewal conversion.

2. Predictive Analytics Risk Identification

Develop models to identify customers at risk of lapse or non-renewal.

Create early warning systems using leading indicators (payment behavior, onboarding quality, complaints).

Segment customer base for targeted retention strategies.

3. KPI Tracking Performance Monitoring

Track daily/weekly/monthly persistency and renewal KPIs.

Monitor performance across channels, products, geographies, and cohorts.

Build robust dashboards for real-time visibility.

4. Gap Analysis Business Diagnostics

Conduct variance analysis between actual vs. plan for renewals and persistency.

Identify key drivers of underperformance and quantify their impact.

Highlight priority areas requiring business intervention.

5. Root Cause Analysis (RCA)

Perform structured analysis to identify reasons for lapses and drop-offs.

Analyze factors such as onboarding quality, mis-selling, payment issues, and service gaps.

Recommend corrective and preventive actions.

6. Campaign Strategy Support

Support renewal campaigns through data insights and targeting.

Evaluate effectiveness of retention initiatives and suggest improvements.

Design data-driven strategies to increase renewal conversion rates.

7. Automation Data Management

Build and maintain automated MIS and dashboards (Power BI/Tableau).

Ensure data accuracy, governance, and standard definitions across reports.

Enhance reporting efficiency through automation.

8. Stakeholder Management

Collaborate with business, operations, collections, and customer service teams.

Present insights in a clear, impactful manner to senior leadership.

Enable data-backed decision-making across the renewals function.

Measures of Success

Improvement in persistency ratios (13M, 25M, etc.)

Increase in renewal conversion rates

Accuracy of predictive models and insights

Reduction in customer lapse rates

Business impact of analytics-driven interventions

Key Goal (Business)

Persistency tracking

Renewal Income

Efficiency tracking

Cross functional Coordination

Key competencies/skills required

Must have a minimum of 9-10 years of experience in persistency and renewals department.

Should be a graduate from a top-tier B-school with a strong drive to create meaningful impact and deliver transformative change

Strong analytical and problem-solving mindset

Expertise in Excel, SQL, Power BI/Tableau

Experience with data modeling and large datasets

Understanding of persistency/renewal frameworks (insurance/BFSI preferred)

Ability to translate data into actionable business insights

Strong communication and storytelling skills