Chief Manager

6 days ago

Gurugram, India Max Life Insurance Company Limited Full time

JOB SUMMARY


Incumbent in this role will be responsible to for managing direct online channel sales (a 125 cr. business line) through a call center vendor (Leads from Paid, Brand and Organic Search leads) & will be supported by a Telesales SME. 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, Operations, U/W and majorly with vendors managing call center for the process. Candidate will be Single point of contact for end to end business process management and defining strategies for scaling up 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 online sales strategy
  • Responsible to supervise resource & incentive planning. Performance monitoring & reporting of the overall call-center input metric efficiency along with telesales SME along with task list creation for improvement
  • Daily sales trackers & lead the weekly review with partner’s & other stakeholders
  • Collaborate across Operations, Underwriting, Medical Process, Tel-Medical Process, Technology functions, Digital Marketing team to create business growth strategies and a seamless experience for Customers
  • Identify strategies to impact conversion & grow case size.
  • Drive profitable product mix through product briefing, trainings & incentive structure to generate business margins
  • Ensure SLA through partners are met and all input matrices are green resulting in call center Audit rating of minimum 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 / cross functional teams 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 process compliance


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
  • Should have handled managerial role for minimum 3 years


MEASURE OF SUCCESS

  • Business scale up from 75 Cr to 125 Cr in year 1
  • Desirable product mix delivery along with existing sales projects
  • Management of health metrics (Issuance, cancellations, FLC, NPS)
  • 100% adherence of call center input metrics & consistent improvement
  • Conversion, case Size & productivity improvement
  • Effective weekly reviews with partner to improve sales. Imply innovative solutions to improve business
  • Insightful analysis & solutions to support business outcomes
  • Green in audit rating

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