Inactive Advisor Customer Campaign Management - Renewals - Operations

• Engage with customers originating from Inactive Advisors / Sellers, ensuring policy renewals, persistency improvement, customer satisfaction, and cross-sell opportunities through data-driven outbound contact center campaigns, service relationship management, initiate digital communication campaigns, and increase CSAT on customer experience.

• Engage with customers originating from inactive advisors/sellers, ensuring policy renewals, persistency improvement, customer satisfaction, and cross-sell opportunities through data-driven outbound contact center campaigns.Manage service relationship activities, initiate digital communication campaigns, and improve CSAT on customer experience.
• Renewals Campaign Management
• Digital Engagement
• Customer Experience
• Renewals Campaign Management
• Prepare the central pool of customers mapped to inactive/exited/non-performing advisors or sellers, ensuring continuity of relationship independent of original intermediary availability.
• Improve renewal premium collection, persistency improvement, and reduction in lapse ratios.
• Plan and execute outbound calling campaigns for renewals and customer outreach based on risk scores such as termination/suspension of advisor codes, branch closures, and market dynamics.
• Define call journeys, scripts, and disposition frameworks.
• Track productivity, conversion, and customer response metrics.
• Design and ensure SLA adherence and campaign effectiveness.
• Track renewal trends, lapse drivers, advisor inactivity impact, campaign performance, and outbound conversion ratios.
• Leverage segmentation and customer insights to design focused campaigns.
• Initiate digital communication campaigns using SMS, WhatsApp, Email, IVR, and App Notifications.
• Coordinate with digital, marketing, and IT teams to launch renewal reminders and service campaigns.
• Run targeted nudges for high-risk lapse customers.
• Evaluate campaign performance and optimize journey effectiveness.
• Customer Experience
• Ensure timely resolution of customer queries across servicing to improve renewals and enhance customer experience.
• Ensure adherence to IRDAI regulations, customer consent norms, and data privacy standards.
• Maintain proper documentation, audit trails, and process controls.
• Interfaces – Internal
• All teams in Operations.
• Interfaces – External
• Within RNLIC – BIU, Branches & Distribution Sales.Outside RNLIC – Call center vendors and technology vendors.

• Life Insurance domain knowledge, especially renewals, persistency, policy servicing, and customer lifecycle.
• CRM Systems, Dialer Management, and Campaign Management Tools.
• MS Excel skills including Pivot Tables, Lookups, Dashboards, and Data MoClienting.
• Understanding of KPIs such as renewal premium achievement, persistency improvement, lapse ratio reduction, contact and conversion rates, campaign performance, customer satisfaction scores, operating expenses, and cost control management.

Qualification Requirements

• Graduate in any discipline (MBA/Postgraduate preferred).
• Certifications in Analytics, CRM, or Digital Marketing will be an added advantage.

Relevant Work Experience Required

• 7–12 years of experience preferred in the Life Insurance industry with Customer Service & Renewals, Outbound Contact Center Operations, Campaign Management, and digital customer communication journeys.
• Preferred experience in relationship management, lapsed policies, or advisor-inactive portfolio management.
• Experience in Vendor Management and New Technology Interventions.
• Language Proficiency
• English & Hindi.

Additional Requirements

• Customer-centric mindset with strong problem-solving ability.
• Data-driven decision-making capability and campaign design expertise.
• Stakeholder management across business, operations, and technology teams.
• Strong verbal and written communication skills.