Chief Manager

5 days ago

gurgaon, 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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