Chief Manager -Renewals ( Data Analytics)

Axis Max Life Insurance Limited · Gurugram, India

Key Responsibilities:

• Lead the end-to-end business planning process for renewals collections and surrender management verticals.
• Define annual and quarterly plans in alignment with business goals, regulatory requirements, and market dynamics.
• Perform gap analysis and define corrective actions based on forecast vs actual performance
• Build and maintain advanced dashboards and reports (MIS) tracking key performance indicators (KPIs) of Call centre like persistency ratio, surrender rates, lapse ratio, renewal collections, and onboarding exceptions.
• Analyze customer behavior patterns, risk profiles, and policy trends using predictive analytics models to enhance targeting strategies.
• Provide actionable insights to influence strategy and decision-making across collection and retention functions
• Perform root-cause analysis of surrender cases and design data-driven interventions to reduce voluntary surrenders.
• Identify and flag vulnerable or high-risk policy cohorts for early engagement.
• Monitor persistency trends and design focused retention campaigns leveraging propensity models.
• Analyze collections performance at a granular level (product-wise, channel-wise, cohort-wise).
• Recommend strategies to improve agent and customer engagement based on analytics output.
• Support digital initiatives like Autopay win-back models, Humanoid BOT targeting, and customer segmentation models.
• Monitor onboarding workflows for anomalies and deviations, including KYC compliance, policy issuance timelines, and system-generated vs manual exceptions.
• Establish control frameworks to reduce onboarding errors and drive process improvements.
• Collaborate with Operations and Risk teams to mitigate early-stage leakage

Measure of Success:

• Improvement in Persistency Ratio
• Reduction in Surrender Rates (Voluntary & Involuntary)
• Onboarding Exception Ratio
• Accuracy & Timeliness of MIS Reports
• Predictive Model Accuracy & Effectiveness
• Impact of Data-driven Interventions (collections uplift, early warning score models)
• Reduction in manual effort through automation & digital tools

Desired qualifications and experience:

• Postgraduate in Statistics, Business Analytics, Actuarial Science, Finance, or equivalent discipline
• Additional certifications in Data Science, Analytics, or Business Intelligence preferred
• 8–12 years of work experience in Analytics, Business Planning, or Performance Management, ideally in Insurance or BFSI domain
• Proven track record of leading analytics teams to drive business decisions and measurable outcomes
• Experience in working with large datasets and translating complex analytics into simple business narratives
• Strong analytical mindset with expertise in Business Intelligence tools (Power BI, Tableau, Excel, SQL)
• Deep understanding of Life Insurance business, especially renewals, persistency, surrender, and onboarding processes
• Hands-on experience in statistical modeling, predictive analytics, and propensity scoring
• Good knowledge of data governance, process control frameworks, and compliance requirements
• Strong problem-solving aptitude and ability to translate data into actionable business strategies
• Excellent communication and stakeholder management skills
• Exposure to RPA, AI/ML tools, and digital analytics solutions will be an added advantage
• Detail-oriented, structured thinker with the ability to manage multiple projects