Business Process Manager

4 weeks ago


Delhi, Delhi, India Tata AIA Life Insurance Full time

Job Title: Assistant Manager

Job Summary:

We are seeking an experienced Assistant Manager to join our Telesales team at Tata AIA Life Insurance. The successful candidate will be responsible for managing the end-to-end new business process for assigned campaigns/products, handling online response mechanisms, and telesales units for online business performance and customer onboarding.

Key Responsibilities:

• Strategize and drive call center for MoM target achievement and lead conversion

• Strategize and execute projects for call center efficiency improvement

• Plan and manage outsourced call center for business delivery

• Lead forecasting and call center planning

• Interview and certify outsourced call center team

• Develop and train call center team

• Manage overall reporting and MIS for all performance parameters

• Manage and track MoM data campaign-wise and performance

• Ensure proper scrubbing of data as per validations before uploading to the Call Center CRM

• Work closely with CRM and dialer team to align dialing strategy with business requirements

• Plan campaign-wise staffing basis analysis of data inflow

• Design 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

• Adhere to audit and compliance. Keep process and call center compliant with TRAI and IRDAI distance marketing guidelines

Requirements:

• 5-7 years of experience in outsourced Call center management and new set-ups

• 3-5 years of experience of handling outsourcing call center management preferably in financial products. Online life insurance business management will be an added advantage

• Graduate

• Postgraduate - MBA/Exe. MBA (preferably in Marketing or Operations)



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