Manager Telesales

About Niva Bupa Health Insurance Company - Niva Bupa Health Insurance Company Limited (formerly known as Max Bupa Health Insurance Company Limited) is a joint venture between Fettle Tone LLP (an affiliate of True North Fund VI LLP), a leading Indian private equity firm, and the Bupa Group, a leading international healthcare company with a legacy of providing specialized healthcare services for over 70 years. Niva Bupa's growth story has been phenomenal. We are one of the fastest growing Stand Alone Health Insurers in the country with a current employee strength of 7000+ with growth rate of 154% since FY 20 and growing. We are a fully integrated health insurance provider with in-house claims processing; under-writing and servicing. Our goal is to achieve more than 10000 Cr GWP By 2027 & thus requires goal oriented individuals to be a part of this exciting growth journey to achieve it. Niva Bupa is certified Great Place to Work for the 3rd year running and aims become one of the best workplaces in the BFSI industry.

Key Roles & Responsibilities

Primary Role Description: 

• To manage a team of telesales
• Empanelment with new Vendor to increase the sales and generate the revenue
• To ensure that conversion targets are met on a monthly basis
• To be responsible for the management of direct reports, one to one reviews and performance reviews.
• Responsible for sales targets through Inbound and outbound sales
• To work closely with the marketing and product team to ensure maximization of inbound and outbound leads
• Using analytics to drive the efficiency and profitability of the unit

Key Roles & Responsibilities:

• Creating strategic road map and setting goals and milestones for telesales team
• Ensuring Issuance targets are met for the channel & team
• Monitor the Performance & drive efficiencies and continuously review business strategy by taking corrective measures whenever required
• Coordination with Business stake holders
• Providing guidance & direction to the Team Members
• Prepare reports on Sales performance & Productivity
• Create strong compliance & control environment
• Exploring Xsell & Upsell strategeies
• Ensuring lead optimization
• Ensure optimal utilization of Dialer strategies
• Bridging the gaps & disconnects in system and work towards process improvement
• Training Agents on New Initiatives

Key Requirements – Education & Certificates

• Any Graduate / MBA/PGDM
• High analytical proficiency
• Outbound Telesales Team handling experience
• Pro-active approach in issue resolution
• Good communication and Presentation skills
• Large BPO/ Telesales set up experience would be an added advantage
• Leading Change & Strategic Thinking
• Personal credibility & effectiveness
• Coaching & developing talent
• Customer Focus and strong interpersonal skills

Key Requirements - Experience & Skills

• 8-12 years + experience in handling 50+ team strength in outbound campaigns. (Sales / collections)
• Control Attrition for the team
• Drive productivity per advisor
• Constantly improve of conversion of leads
• Employee motivation & engagement
• Control the Loss ratio for the channel
• Control Cancellations

Key Functional Competencies

• Functional competency Beginner Intermediate Expert
• Convincing skills
• Product Knowledge
• Team Handling
• NBHI Core Competencies
• Functional Competencies 
• Behavioral Competency
• Behavioral competency Beginner Intermediate Expert
• Strategic Mindset
• Entrepreneurship
• Execution Excellence
• Building High Performing Teams