Portfolio Management Manager

4 weeks ago

Hanoi, Vietnam BIDV MetLife Full time

**Principal Responsibilities**:
This is both a strategic and hands on position, responsible for helping MetLife Vietnam to achieve its enterprise goal. The role will drive overall Portfolio Management and retention across all channels.

The role will sit in the center, reporting to the Director, Customer Centricity, and will collaborate across business, customer experience, actuarial, strategy, and operations partners.
- Own and manage the Persistency Management Framework for the organization.
- Planning, strategizing and implementation of various action plans for improving persistency, renewal collection and retention including Lapse, Surrender & Reinstatement for Bancas and Agency channels.
- Responsible for achieving persistency targets as defined by Enterprise, by creating internal targets for distribution team and disseminating the same across regions and zones
- To Work closely with Branch, Sales head across all channels to drive Persistency, Lapse, surrender program and validating the same through periodic review and customer council forums
- Identify opportunities to improve renewal collections means through alternate modes of collection & data enrichment through innovative
- Design and launch different retention offer to improve Persistency, reduce lapse, and surrender in collaboration with distribution, operation, and marketing team
- Manage Portfolio Management team activities & outbound call center team to improve persistency as per scope of work, SLA etc. and trigger necessary improvements.
- Build Customer Segmentation and develop Retention model for improving premium renewals.
- Set up MIS and Persistency performance reports for all stakeholders including Management team
- Monitor and analyze performance reports such as Agency wise Persistency drop out rate, to ensure that targets set for all are met
- To develop competency of the Portfolio Management team members by regular review and training need identification.
- Work in other projects assign by Line Manager
- Lead the discussion and initiatives across departments for achieving milestones and goals under the BML Persistency Framework.

**Knowledge/Skills/Competencies Required**:

- Bachelor’s (4 years) / Master’s degree in any discipline from reputed public or private university
- At least 5 years direct experience in Persistency / Renewals / Customer Retention Department in Vietnam market
- Current/Recent KPIs linked to contact-center operations for persistency/customer retention
- Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations.
- Analytical, metrics-driven, and obsessed with customer feedback
- Must have “Can do” attitude while customers matter most
- Strong sense of ownership, accountability, and pride for their work
- Excited about changing an organization and being part of a strong team
- Excellent communication skills, including verbal, written, & PowerPoint
- Excellent interpersonal and relationship management skills - ability to collaborate and be a team player with a high level of empathy
- Market research, consumer insights, and international experience a plus
- Skilled at Data handling and data analytics
- Knowledge and understanding of technical definitions of 13th month, 25th month Persistency.

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