City Head

As the City Head at Niva Bupa Health Insurance Company in Chennai, you will be responsible for managing the daily operations of the team and ensuring the achievement of expected business outcomes from the allocated Telesales center. Your role will involve understanding the organization's products, services, procedures, and guidelines, and effectively communicating them to all team members. Additionally, you will be involved in team management activities such as recruiting and onboarding authorized Center Heads in a timely manner. One of your primary responsibilities will be to coach, inspire, and motivate the allocated bank Relationship Managers (RM) and Tele sales Relationship Managers for the center. You will also be responsible for training, coaching, and mentoring the Telesales relationship managers and Authorized Verifiers on Niva Bupa Health Insurance products, processes, guidelines, and soft skills to enhance sales performance. Furthermore, you will need to monitor calls to ensure adherence to procedures and quality standards, especially for critical customers. Keeping abreast of industry trends and standards will be essential, along with maintaining a good understanding of market dynamics in the relevant sector. Building and managing strong relationships with key stakeholders in partner banks, coordinating with internal departments for timely issuance of policies and other business requirements, and preparing daily sales MIS & reports will be part of your role. You will also focus on maintaining market share and driving business outcomes such as productivity, average ticket size, and the number of policies. To excel in this role, you should possess high analytical proficiency, excellent relationship management skills, and prior experience in a large BPO/Telesales setup with team handling responsibilities. A proactive approach to issue resolution, effective communication and presentation skills, personal credibility, and customer focus are crucial for success. The ideal candidate for this position should hold a graduate or post-graduate degree in any field and demonstrate key skills such as interpersonal skills, negotiation skills, product knowledge, problem-solving abilities, and a strong customer focus. Your performance will be measured based on driving business outcomes, team productivity, lead conversion rates, team attrition, and maintaining sales quality in line with organizational objectives.,