Job Description

Position

Manager- Market Conduct & Customer obsession

Incumbent

Department

Agency

Function

Agency Enablement

Reporting to

AVP – Market Conduct & Customer obsession

Band

5

Location

Gurgaon – 90A

Team size (D/I)

Independent

JOB SUMMARY:

To ensure high levels of customer retention and satisfaction by managing policy persistency, overseeing freelook cancellations, and addressing misselling grievances in alignment with regulatory and organizational standards.

Key Actionable

1. Persistency Management

• Monitor and improve persistency ratios across all channels (Agency, Bancassurance, Direct, etc.).


• Analyze lapse trends and develop targeted interventions to improve renewal rates.


• Collaborate with sales and operations teams to drive persistency-focused campaigns.


• Track advisor and branch-level performance and provide feedback for improvement.

2. Freelook Cancellation Oversight

• Monitor freelook cancellation volumes and reasons across channels.


• Identify patterns indicating potential misselling or customer dissatisfaction.


• Work with product and sales teams to address root causes and reduce freelook rates.


• Ensure timely processing of freelook requests in compliance with IRDAI guidelines.

3. Misselling Grievance Management

• Investigate and resolve customer complaints related to misselling.


• Liaise with internal stakeholders (Sales, Legal, Compliance) to assess and close cases.


• Maintain detailed documentation and audit trails for all grievance cases.


• Ensure regulatory reporting and adherence to IRDAI grievance redressal norms.

4. Customer Communication & Education

• Design and implement customer education initiatives to reduce grievances.


• Develop content for renewal reminders, policy benefits, and complaint resolution.


• Support proactive outreach to customers at risk of lapsing or cancelling policies.

5. Reporting & Analytics

• Prepare dashboards and MIS reports for senior management and regulators.


• Track KPIs such as persistency ratios, freelook rates, grievance resolution TATs.

Use analytics to identify high-risk segments and recommend corrective actions.

Key Performance Indicators (KPIs):

• Persistency improvement across key milestones (13th, 25th, 37th, 49th month).


• Reduction in freelook cancellations and misselling complaints.


• Grievance resolution turnaround time (TAT) and customer satisfaction scores.


• Compliance with regulatory norms and internal audit standards.

Qualifications & Experience:

• Graduate/Postgraduate in Business, Finance, Insurance, or related field.


• 5–10 years of experience in insurance operations, customer service, or compliance.


• Strong understanding of IRDAI regulations and grievance redressal mechanisms.


• Excellent communication, analytical, and stakeholder management skills.