Kunal Agarwal
Vice President- Persistency & Renewals @Generali Central Life Insurance
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WORK HISTORY
Vice President- Persistency & Renewals @Generali Central Life Insurance
Designed and implemented a comprehensive retention framework and strategy to maximize renewal portfolio retention—enhancing profitability and delivering a superior customer experience.• Drove end-to-end retention initiatives across a portfolio of policies, consistently achieving record-high persistency rates (37th to 61st month) for three consecutive years.• Led impactful business conservation campaigns aligned with organizational KPIs, driving sustained improvement in policy persistency and supporting revenue growth from retained customers.• Spearheaded annual retention drives, aligning cross-functional efforts to exceed persistency benchmarks and solidify long-term customer engagement.• Managed and developed a high-performing team of 100+ members (45 core team + 60 contact center staff), driving productivity through targeted coaching, skill development, and cross-functional collaboration.• Achieved year-on-year growth in renewal revenues by developing an AI-powered churn prediction model, enabling timely interventions and significantly reducing policy lapse rates.• Cultivated strong strategic partnerships with banks and third-party partners at both operational and leadership levels, ensuring high satisfaction and sustained business loyalty.• Leveraged data-driven insights to understand customer behavior, predict churn, and execute precision-targeted retention strategies across the customer lifecycle.• Championed talent development within the team, empowering members to take on expanded responsibilities and cross-functional roles, strengthening succession pipelines and operational resilience.
EDUCATION
ICFAI Foundation for Higher Education, Hyderabad
Master of Business Administration (MBA), Banking, Corporate, Finance, and Securities Law
SKILLS
ABOUT KUNAL AGARWAL
Experienced insurance specialist has a solid background in the insurance sector, with a history of successful engagement. Proficient in various areas such as customer service, managing Service-Level Agreements (SLAs), stakeholder management, leadership, and effective management practices. Noteworthy expertise lies in driving profitability and enhancing customer experiences to benefit the overall organization.
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