Manager - Telesales

Job Description

Job Description Position Manager - Telesales Incumbent Existing Position Department Digital Marketing & E-commerce Function Ecommerce Reporting to Sr. Manager - Telesales Band 4A/4B Location Gurgaon Team size (D/I) 1-2 On Roll + 250 Off roles JOB SUMMARY Incumbent in this role will be responsible to for managing direct online channel sales (a 150 cr. business line) through a call center vendor (Leads from Paid, Brand and Organic Search leads). The candidate would work closely with the call center vendor team on grounds to improve efficiency and grow digital sales. Candidate should be familiar with the Life Insurance industry and should have team building skill set. S/he would work with cross functional team within & outside organization (Digital Marketing, IT, Ops, U/W and majorly with vendors managing call center for the process). Candidate will be Single point of contact for outsourced vendor for managing day to day activities and defining strategies for scaling up this line of business. Additionally, candidate should be capable to gather requirement data with reasonable data crunching skillset to create insightful dashboards for appropriate tracking & process improvement actions / solutions. He shall be a good time manager & team player with ability to deliver under aggressive timelines. The candidate in the role should be able to make necessary presentations to management and should keep the learning curve of the team under him high providing opportunity for them to learn and grow with Max Life. KEY RESPONSIBILITIES Responsible for planning, developing and managing the overall call-center sales strategy Responsible for resource & incentive planning. Performance monitoring & reporting of the overall call-center input metric efficiency along with task list creation for improvement Daily sales trackers & lead the weekly review with partner s other stakeholders Collaborate across Document Collection, UW, Medical Process, Tel-Medical Process, Technology functions, Digital Marketing team to create an easy and seamless experience for Customers. Identify strategies to impact conversion & grow case size. Drive profitable product mix through product briefing, trainings & incentive structure. Ensure SLA through partners are met and all input matrices are green. Call center Audit rating of 2. Comfortable with data analytics & has ability to create actionable insights powering business outcomes for continuous process improvement Identify bottlenecks and offer solutions to vendor for improvement Build relationships and rapport with vendor and cross functional team to ensure no impediments Ensure adherence to the DM guidelines and compliance at call center Maintain data for annual internal and external audits MINIMUM EDUCATION, EXPERIENCE & ELIGIBILITY Graduation 10+ years of work experience with minimum 5 years in Life Insurance domain / Process Partnership management skills Sound understanding of Operational & UW related processes Good Verbal & Written Communication Skills MEASURE OF SUCCESS Business scale up from 110 Cr to 150 Cr in year 1 Desirable product mix delivery along with existing sales projects Management of health metrics (Issuance, cancellations, FLC) 100% adherence of call center input metrics & consistent improvement Conversion, case Size & productivity improvement Leading Weekly reviews with partner & sale Head and quarterly presentations to Channel & Function head. Insightful analysis & solutions to support business outcomes Green in audit rating Job Description Position Manager - Telesales Incumbent Existing Position Department Digital Marketing & E-commerce Function Ecommerce Reporting to Sr. Manager - Telesales Band 4A/4B Location Gurgaon Team size (D/I) 1-2 On Roll + 250 Off roles JOB SUMMARY Incumbent in this role will be responsible to for managing direct online channel sales (a 150 cr. business line) through a call center vendor (Leads from Paid, Brand and Organic Search leads). The candidate would work closely with the call center vendor team on grounds to improve efficiency and grow digital sales. Candidate should be familiar with the Life Insurance industry and should have team building skill set. S/he would work with cross functional team within & outside organization (Digital Marketing, IT, Ops, U/W and majorly with vendors managing call center for the process). Candidate will be Single point of contact for outsourced vendor for managing day to day activities and defining strategies for scaling up this line of business. Additionally, candidate should be capable to gather requirement data with reasonable data crunching skillset to create insightful dashboards for appropriate tracking & process improvement actions / solutions. He shall be a good time manager & team player with ability to deliver under aggressive timelines. The candidate in the role should be able to make necessary presentations to management and should keep the learning curve of the team under him high providing opportunity for them to learn and grow with Max Life. KEY RESPONSIBILITIES Responsible for planning, developing and managing the overall call-center sales strategy Responsible for resource & incentive planning. Performance monitoring & reporting of the overall call-center input metric efficiency along with task list creation for improvement Daily sales trackers & lead the weekly review with partner s other stakeholders Collaborate across Document Collection, UW, Medical Process, Tel-Medical Process, Technology functions, Digital Marketing team to create an easy and seamless experience for Customers. Identify strategies to impact conversion & grow case size. Drive profitable product mix through product briefing, trainings & incentive structure. Ensure SLA through partners are met and all input matrices are green. Call center Audit rating of 2. Comfortable with data analytics & has ability to create actionable insights powering business outcomes for continuous process improvement Identify bottlenecks and offer solutions to vendor for improvement Build relationships and rapport with vendor and cross functional team to ensure no impediments Ensure adherence to the DM guidelines and compliance at call center Maintain data for annual internal and external audits MINIMUM EDUCATION, EXPERIENCE & ELIGIBILITY Graduation 10+ years of work experience with minimum 5 years in Life Insurance domain / Process Partnership management skills Sound understanding of Operational & UW related processes Good Verbal & Written Communication Skills MEASURE OF SUCCESS Business scale up from 110 Cr to 150 Cr in year 1 Desirable product mix delivery along with existing sales projects Management of health metrics (Issuance, cancellations, FLC) 100% adherence of call center input metrics & consistent improvement Conversion, case Size & productivity improvement Leading Weekly reviews with partner & sale Head and quarterly presentations to Channel & Function head. Insightful analysis & solutions to support business outcomes Green in audit rating