Assistant Team Lead-General Banking Center-General Insurance

3 days ago

Bengaluru, Karnataka, India Mashreq Corporate & Investment Banking Group Full time ₹ 15,00,000 - ₹ 25,00,000 per year
  • Ensure basic hygiene and professional standards are maintained across the team.
  • Observe individual performance and conduct regular reviews.
  • Provide constructive feedback and coaching.
  • Assist team members with queries related to general insurance products and processes.
  • Coordinate with providers to resolve product-related issues.
  • Organize product training sessions in coordination with providers.
  • Ensure team members are up to date with product knowledge and process changes.
  • Demonstrate strong interpersonal skills to manage staff effectively.
  • Resolve internal and customer queries with empathy and efficiency.
  • Support staff in handling customer interactions.
  • Ensure high standards of customer service are maintained.
  • Monitor calls and interactions for quality assurance.

Provide coaching and feedback to improve service delivery

  • Deliver monthly sales targets for General Insurance through the Telesales team.
  • Ensure effective utilization of dialer campaigns.

Monitoring calling lists, lead allocation, and customer contact strategies to maximize reach and conversion.

  • Set clear performance goals for agents.
  • Provide structured coaching, monitoring, and feedback to tele sales agents to enhance performance and ensure compliance.
  • Maintain high call quality standards.
  • Ensure full adherence to regulatory and compliance requirements.
  • Analyze sales reports and performance metrics to identify gaps, opportunities, and areas for improvement.
  • Recruit, train, and certify tele sales agents.
  • Build and retain a high-performing team with low attrition.

Refine tele sales approach based on market feedback, customer behavior, and product positioning.

  • Bachelor's degree or postgraduate qualification in a relevant field.
  • Minimum of 5 years of experience in telesales or related roles within the General Insurance industry
  • In-depth understanding of General Insurance products and associated service methodologies.
  • Excellent verbal and written communication skills with the ability to prioritize tasks and meet deadlines.
  • Strong conflict resolution skills with the ability to interact effectively and empathetically with customers.
  • Demonstrates patience, empathy, and a solution-oriented mindset with a focus on driving results.
  • Advanced organizational skills and the ability to manage multiple priorities in a dynamic work environment.
  • Proven ability to work within and lead multidisciplinary teams, especially in culturally diverse environments.

Strong experience in managing teams, including staff development, performance management, and motivation.

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