Portfolio Management Manager

• Take charge of overseeing the Persistency Management Framework within the organization.

• Devise and execute action plans to enhance persistency, renewal collection, and retention across Bancas and Agency channels, encompassing aspects like Lapse, Surrender & Reinstatement.

• Be accountable for meeting enterprise-defined persistency targets by establishing internal targets for the distribution team and communicating them across regions and zones.

• Collaborate closely with Branch and Sales heads from all channels to promote Persistency, Lapse, and Surrender programs, validating their effectiveness through regular reviews and customer council forums.

• Identify opportunities to improve renewal collections through innovative methods, such as alternate modes of collection and data enrichment.

• Design and launch various retention offers in coordination with distribution, operation, and marketing teams to enhance Persistency, decrease lapse, and surrender rates.

• Manage the activities of the Portfolio Management team and outbound call center to improve persistency based on predefined scope of work and service level agreements (SLAs), while implementing necessary enhancements.

• Develop Customer Segmentation and Retention models aimed at boosting premium renewals.

• Establish and maintain Management Information System (MIS) and Persistency performance reports for all stakeholders.

• Monitor and analyze performance reports, including Agency-wise Persistency drop-out rates, ensuring that all targets are met.

• Enhance the competency of Portfolio Management team members through regular reviews and identifying training needs.

• Engage in other projects as assigned by the Line Manager.

• Spearhead discussions and initiatives across departments to achieve milestones and goals outlined in the company Persistency Framework.

• A Bachelors Degree or Masters degree from a well-regarded public or private university in any discipline.

• At least 5+ years of direct experience in the Persistency / Renewals / Customer Retention Department in the Vietnam market.

• Demonstrated track record of achieving Key Performance Indicators (KPIs) associated with contact-center operations for persistency and customer retention.

• Proficiency in analyzing and interpreting a combination of qualitative and quantitative data, constructing compelling narratives, and offering valuable recommendations.

• A strong passion for prioritizing and delighting customers.

• Possesses a data-driven mindset, deeply focused on metrics, and committed to understanding customer feedback.

• Displays a "Can do" attitude, with a strong customer-centric approach.

• Enthusiastic about driving organizational change and being an integral part of a cohesive team.

• Excellent communication skills, encompassing verbal, written, and PowerPoint presentations.

• Exceptional interpersonal and relationship management abilities, capable of collaborating effectively and being an empathetic team player.

• Exposure to market research, consumer insights, and international experience would be advantageous.

• Proficient in handling and analyzing data.

• Familiarity with technical definitions related to 13th-month and 25th-month Persistency.

Aloha Consulting Group