ob DescriptionPositionManager- Tele salesIncumbentExisting PositionDepartmentDigital Marketing E-commerceFunctionEcommerceReporting toLead – Direct SalesBand4ALocationGurgaonTeam size (D/I)250 Off rolesJOB SUMMARY
The incumbent in this role will be responsible for managing direct online channel sales (a ₹350 Cr. business line) through a call center vendor, handling leads from Paid, Brand, and
Organic Search channels. The candidate will work closely with the call center vendor team on the ground to improve efficiency and grow digital sales. The candidate should be familiar with the Life Insurance industry and possess strong team-building skills.
S/he will work with cross-functional teams within and outside the organization, including Digital Marketing, IT, Operations, and Underwriting, and will work extensively with vendors managing the call center operations for this process.
The candidate will be the single point of contact for the outsourced vendor, responsible for managing day-to-day activities and defining strategies to scale this line of business.
Additionally, the candidate should be capable of gathering requirement data and possess reasonable data analysis skills to create insightful dashboards for effective tracking and driving process improvement initiatives. S/he should be a good time manager and
team player with the ability to deliver under aggressive timelines. The candidate in this role should also be able to make necessary presentations to management and ensure a strong learning curve for the team, providing them with opportunities to learn and
grow with Max Life.
KEY RESPONSIBILITIES:
1. Responsible for planning, developing and managing the overall call-center sales strategy
2. Responsible for resource incentive planning. Performance monitoring reporting of the overall call-center input metric efficiency along with task list creation for improvement
3. Daily sales trackers lead the weekly review with partner’s other stakeholders
4. Collaborate across Document Collection, UW, Medical Process, Tel-Medical Process, Technology functions, Digital Marketing team to create an easy and seamless experience for
Customers.
5. Identify strategies to impact conversion grow case size.
6. Drive profitable product mix through product briefing, trainings incentive structure.
7. Ensure SLA through partners are met and all input matrices are green.
8. Call center Audit rating of 2.
9. Comfortable with data analytics has ability to create actionable insights powering business outcomes for continuous process improvement
10. Identify bottlenecks and offer solutions to vendor for improvement
11. Build relationships and rapport with vendor and cross functional team to ensure no impediments
12. Ensure adherence to the DM guidelines and compliance at call center
13. 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
1. Business scale up from 350 Cr to 450 Cr in year 1
2. Desirable product mix delivery along with existing sales projects
3. Management of health metrics (Issuance, cancellations, FLC)
4. 100% adherence of call center input metrics consistent improvement
5. Conversion, case Size productivity improvement
6. Leading Weekly reviews with partner sale Head and quarterly presentations to Channel Function head.
7. Insightful analysis solutions to support business outcomes
8. Green in audit rating.
