Tuta Insurance Brokerage - Renewal Head - Car Insurance Segment
Tuta Insurance BrokerageMumbai, India30+ days ago
Job descriptionDrive renewal volumes across digital self-service, inbound / outbound call centers, agents / brokers, bancassurance, and other partnerships. Balance cost of retention with portfolio value. Identify and implement new channels and initiatives for renewal growth, including digital nudges, WhatsApp renewals, and automated payment reminders. Define, track, and report on key renewal KPIs including renewal rates, churn, win-back rates, and cross-sell performance. Use data analytics to identify high-value segments and run targeted retention campaigns. Develop actionable insights to improve performance across channels. Lead and manage internal teams such as call center operations, digital product, marketing, and compliance. Manage relationships with third-party vendors for outbound calling, messaging, and other communication needs. Ensure partner training and incentive structures are aligned with renewal targets. Collaborate with product and technology teams to automate reminders, smart payment links, and follow-up workflows. Integrate CRM, dialers, and campaign tools to maximize contactability and conversion. Ensure all processes comply with regulatory guidelines. Continuously reduce friction in the renewal process through simpler journeys, faster payment options, and instant policy issuance. Monitor and act on customer feedback to address gaps in the renewal experience. Ensure high levels of compliance and grievance redressal standards. Proven experience in managing renewal or retention functions for motor / car insurance or general insurance. Strong execution mindset with a track record of delivering measurable results. Deep understanding of multi-channel sales and service operations, especially call centers and digital platforms. Strong data orientation with ability to define KPIs, track performance, and derive insights. Hands-on exposure to CRM systems, dialers, campaign management tools, and dashboards. Sales-focused mindset with strong knowledge of upselling / cross-selling within renewals. Excellent leadership and team management skills to align cross-functional teams and partners. Strong customer focus with a commitment to compliance and ethical practices. Year-on-year improvement in renewal rates Reduction in lapse and churn rates Growth in upsell / cross-sell revenue from renewals Cost per renewal vs. customer lifetime value Customer satisfaction and complaint metrics
Objective :
Lead and grow the car insurance renewal portfolio across all distribution channels with an execution-focused approach. Own the full end-to-end renewal journey to maximize retention, upsell / cross-sell opportunities, and customer lifetime value, while ensuring compliance and a seamless customer experience.
Key Responsibilities :
1. End-to-End Renewal Management
- Design, implement, and continually optimize the complete renewal lifecycle from pre-renewal engagement to payment and policy issuance.
- Develop segment-wise renewal journeys for different customer cohorts.
- Identify and address process leakages to reduce lapse rates.
2. Channel Ownership and Performance
3. Data-Driven Execution
4. Team and Vendor Management
5. Process Automation and Technology Enablement
6. Customer Experience and Compliance
Key Requirements :
Renewal Head - Car InsuranceYear-on-year improvement in renewal ratesRenewal Head Car InsuranceYear-on-year improvement in renewal rates
Key Performance Indicators :
(ref : iimjobs.com)
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Insurance • Mumbai, India
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