4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

Renewal Business & Persistency Achievement

• Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns.
 • Monitor daily, weekly and monthly renewal performance against targets.
 • Execute focused interventions on high-risk lapse and renewal-due customers to improve retention rates.

Customer Retention & Conversion Management

• Improve renewal conversion rates through effective customer engagement and objection handling.

• Drive save activities for cancellation, portability and non-renewal requests.

• Track and reduce drop-offs across the renewal journey by ensuring timely follow-ups and closures.

Team Performance & Productivity Management

• Monitor productivity metrics such as calls per FTE, talk time, conversion rates and follow-up effectiveness.
 • Conduct daily performance reviews and coaching sessions.
 • Ensure optimal workforce utilization and achievement of team productivity benchmarks.

Operational Excellence & SLA Management

• Ensure adherence to service levels, call handling standards and turnaround timelines.
 • Monitor queue management, call distribution and workload balancing.

• Optimize operational efficiency without compromising customer experience.

People Development & Engagement

• Coach and develop team members through regular feedback, call calibrations and training interventions.
 • Identify skill gaps and implement capability-building initiatives.

• Drive employee engagement, motivation and retention within the team.