Senior Manager Tele Sales - Ecommerce

About the role

The incumbent will manage direct online channel sales through a call center vendor, focusing on leads from Paid, Brand, and Organic Search channels. They will collaborate with various teams including Digital Marketing, IT, Operations, and Underwriting.

Responsibilities

• Plan, develop, and manage the overall call-center sales strategy
• Plan resources and incentives, monitor performance, and report on efficiency
• Create daily sales trackers and lead weekly reviews with partner's stakeholders
• Collaborate with Document Collection, UW, Medical Process, Tel-Medical Process, Technology functions, and Digital Marketing team to enhance customer experience
• Identify strategies to increase conversion and grow case size
• Drive profitable product mix through product briefings, trainings, and incentive structures
• Ensure Service Level Agreements (SLAs) are met and all input matrices are green
• Manage call center audit ratings
• Utilize data analytics to create actionable insights for continuous process improvement
• Identify and address bottlenecks, offering solutions to the vendor for improvement
• Build and maintain relationships with the vendor and cross-functional team to ensure smooth operations
• Maintain adherence to DM guidelines and ensure compliance at the call center
• Keep data for annual internal and external audits

Requirements

• Graduation with 10+ years of work experience, minimum 5 years in Life Insurance domain/process
• Partnership management skills
• Solid understanding of operational and UW-related processes
• Good verbal and written communication skills

Measure of success

• Business scale up from ₹350 Cr to ₹450 Cr in the first year
• Desirable product mix delivery alongside ongoing sales projects
• Management of health metrics such as issuance, cancellations, and FLC
• 100% adherence to call center input metrics and consistent improvement
• Improvement in conversion, case size, and productivity
• Leading weekly reviews with partner and sales head, and quarterly presentations to Channel and Function heads
• Insightful analysis and solutions to support business outcomes
• Green audit rating