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Job Description
A.Position Overview
Position Title | Front Line Sales Manager - Outbound Call Center |
Department | Digital Business Unit |
Grade | Assistant Manager |
B.Organizational Relationships
Reports to Direct | Assistant Vice President - DBU |
Supervises | NA |
C.Job Dimensions
Geographic Area Covered | Mumbai & Thane ( Job Location : - Airoli ) |
Stakeholders Internal | HO Operations, IT |
Stakeholders External | Call Center Vendors , Field Sales Team |
About Department: -
The digital business unit focuses on engaging prospects & customers using online platforms, transforming engagement into customer interest and converting interest into online conversion of insurance business. The entire customer journey is driven by our website
Purpose of the job: -
Key objective is to handle end to end new business for assigned campaigns/products (Owning customer journey from leads to login from all sources).
Managing online response mechanism and telesales units for online business performance & customer onboarding. Business planning & forecast, COA management, business delivery, team & vendor partner management are the core responsibilities of the role.
Ensure effective stakeholder expectation management - Internal/Partners/ Customer.
Identify Cross-sell and Upsell opportunities within department and set-up call center and online journey processes.
D.Key Result Areas
Process Manager / Business Delivery | Act as client on site Strategize and drive call center for MoM target achievement & lead conversion. Driving sales on the ground & managing end to end funnel from leads to submission to issuance Planning & managing outsourced Call center for business delivery. Lead forecasting and call center planning. Interviewing & certifying outsourced Call center Team. Development & training of call center Team. Managing overall reporting & MIS for all performance parameters. Managing and tracking MoM data campaign-wise and performance. Ensuring proper scrubbing of data as per the validations before uploading to the Call Center CRM. Working closely with CRM and dialer team to align dialing strategy with business requirements. Planning campaign-wise staffing basis analysis of data inflow. Designing and roll-out of incentive plans at Call center. Track effectiveness on business output. Calibrate Call center quality on TATA AIA Life's outcome expectation. Take business inputs from Call center interactions and VOC and incorporate in customer processes. Adherence to audit & compliance. Keeping process and call center compliant with TRAI and IRDAI distance marketing guidelines. |
E.Skills Required
Technical | |||
Behavioral . | Level 1 | Level 2 | Level 3 |
Interpersonal skills | |||
Communication skills | |||
Creative thinking skills | |||
Supervising/Leadership skills | |||
Teamwork Skills | |||
Influencing skills | |||
Relationship Building skills | |||
Decision making skills |
Essential | Desirable | |
KNOWLEDGE | 1. Knowledge of life insurance business and products. | Should have preferably managed Online business for life insurance products. Inhouse/Outsourced Call center management for Online Self-Sourced business. |
WORK RELATED SKILLS | 1. Candidate should have Business Perspective/Strategic thinking intent.
| NA |
PROFESSIONAL EXPERIENCE | 7-10 years of experience in outsourced Call center management and new set-ups. | 7-10 years of experience of handling outsourcing call center management preferably in financial products. Online life insurance business management will be added advantage. |
EDUCATION QUALIFICATIONS | Graduate | Postgraduate - MBA/Exe. MBA (Preferably in Marketing or Operations ) |
Date Posted: 25/10/2024
Job ID: 97993191
ata AIA Life Insurance Company Limited (Tata AIA Life Insurance) is a joint venture company, formed by Tata Sons Pvt. Ltd. and AIA Group Ltd. (AIA). Tata AIA Life Insurance combines Tata’s preeminent leadership position in India and AIA’s presence as the largest, independent listed pan-Asian life insurance group in the world spanning 18 markets in the Asia Pacific region. Tata AIA Life Insurance is also one of the leading insurers in the Indian private sector.
