CHARU SHARMA
Jalandhar
Summary
Results-driven Insurance Operations and Customer Retention Leader with 7+ years of experience across leading insurance organizations including HDFC ERGO General Insurance and ICICI Lombard. Expertise in portfolio management, renewal strategy, and customer lifecycle optimization across multi-line insurance products including Motor, Health, SME, GMC, Home, and Pet insurance. Currently managing a ₹3.5 Crore annual renewal portfolio, consistently delivering above-target retention performance against a 70% benchmark. Skilled at aligning regional operations with organizational strategy through collaboration with Cluster and Circle leadership teams. Strong analytical foundation with a Bachelor of Computer Applications, leveraging CRM platforms, data analytics, and process optimization to enhance customer retention, operational efficiency, and revenue stability.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Deputy Manager
HDFC ERGO General Insurance
01.2023 - Current
- Manage an annual insurance renewal portfolio of ₹3.5 Crore, driving retention strategy across SME, Motor, Home, and Pet insurance products.
- Consistently deliver renewal performance above the 70% organizational benchmark, ensuring stable revenue flow and portfolio growth.
- Conduct strategic portfolio reviews with Cluster and Circle leadership, reporting on renewal performance, risk exposure, and market penetration.
- Implement data-driven renewal strategies and customer segmentation models to reduce policy lapse and improve customer retention.
- Mentor team members and promote a high-performance, target-driven work culture.
Senior Retention Manager
HDFC ERGO General Insurance
01.2021 - 01.2022
- Managed loan-linked and SME insurance renewal portfolios with high-value corporate accounts.
- Served as the primary relationship manager for key clients, ensuring strong customer engagement and renewal success.
- Improved renewal efficiency through structured client segmentation and proactive retention planning.
- Reduced policy lapse rates while improving customer satisfaction and loyalty metrics.
Retention Manager
ICICI Lombard General Insurance
01.2019 - 01.2021
- Managed end-to-end policy renewal lifecycle across multiple insurance products.
- Handled customer grievance resolution and policy servicing while maintaining high service standards.
- Consistently achieved monthly retention and revenue targets through effective client relationship management.
- Developed expertise in insurance advisory, objection handling, and value-based selling.
Education
Bachelor of Computer Applications - BCA
Higher Secondary - 12th Grade
Doaba College
JalandharSecondary School - 10th Grade
MGN Public School
JalandharSkills
CRM Platforms – Salesforce, Microsoft Dynamics
Advanced Microsoft Excel – Pivot Tables, VLOOKUP, Data Analysis
Accomplishments
- High-Value Portfolio ManagementSuccessfully manage a ₹3.5 Crore annual insurance renewal portfolio, consistently achieving higher-than-target retention rates against a 70% company benchmark.
- Rapid Career ProgressionAchieved two promotions within six years, reflecting strong leadership capability and consistent performance.
- Consistent Target ExcellenceMaintained a 100% record of meeting or exceeding retention and performance targets throughout tenure at HDFC ERGO and ICICI Lombard.
Timeline
Deputy Manager
HDFC ERGO General Insurance
01.2023 - Current
Senior Retention Manager
HDFC ERGO General Insurance
01.2021 - 01.2022
Retention Manager
ICICI Lombard General Insurance
01.2019 - 01.2021
Higher Secondary - 12th Grade
Doaba College
Secondary School - 10th Grade
MGN Public School