Digital Sales - Centre Manager - Senior Manager

Role & responsibilities

Key responsibilities:

• Responsible for delivering new business sales targets for the Bharti AXA Life Insurance Direct to Customer digital sales channel
• Work with the call centre vendor management team and implementation partners to lead the sales and operations excellence across product handling
• Manage the team of call centre agents from training, coaching and guiding to deliver higher sales productivity
• Benchmark with competition on imbibing best practices into our call centre processes
• Weekly Measurement of Tactical KPIs for D2C life insurance sales including conversion rates and customer experience with actionable improvement plans. Directly responsible for lead sourcing, sales conversions and policy fulfilment KPIs
• Enable robust integration solutions between Operations partners and Bharti AXA via Technology solutions and API integration
• Collaborate with Digital Product managers for delivering and tracking the Business & Technology KPIs & metrics as part of the business plan
• Collaborate with back-end IT teams for right set of APIs and other integration dependencies
• Collaborate with Ops team to ensure frictionless and faster Issuance TATs
• Develop strong working relationships with partners and cross-functional stakeholders
• Disciplined experimentation with new models & platforms for higher business benefits

Stakeholders

• Internal:

  Sales, Marketing, Operations, Finance, Infra, Legal, Risk, Compliance, Customer Service

• External:

  Vendor partners, Technology partners, Regulatory bodies

Qualification and Skills

• Bachelor with 8-12 Years of experience in Call Centre Operations & Life Insurance sector
• Proven track record in sales target achievement & delivery of customer facing operations at vendor locations
• Delivered at least three medium to large scale Call Centre operational programmes in last three years
• Managed or led call centre team of at least 5-15 people
• Worked in an agile/iterative environment with continuous delivery
• Managed stakeholders at mid-senior management level
• Experience in using Project Management tools like JIRA etc
• Adept at using popular telephony, CRM systems, reporting tools etc
• Comfortable with business intelligence, analytics and tools. Research and analysis experience in designing new operational frameworks or enhancing existing operations
• Troubleshooter with the right attitude to determine issue impact, the ability to resolve complex issues, and the ability to consistently exercise sound judgment and initiative in stressful situations

Key Performance Areas:

• Sales Target Achievement - Monthly & Quarterly revenue targets
• Operational Excellence - Call quality, response time, customer satisfaction scores
• Team Performance - Agent productivity, retention rates, skill development
• Vendor Management - SLA compliance, cost optimization, relationship management
• Customer Experience - CSAT scores, complaint resolution time, retention rates
• Process Improvement - Automation initiatives, workflow optimization
• Compliance & Risk Management - Regulatory adherence, audit compliance
• Technology Integration - System uptime, API performance, digital adoption

Preferred candidate profile

• Well versed with Call Centre Operations, vendor management & performance optimization
• Experienced with use of technology, telephony systems, CRM platforms & customer service tools
• Someone who understands analytics and marketing automation
• Problem solving skills & Conflict management/Negotiation
• Ability to build working relationships and strategic partnerships
• Team leader with proven expertise to lead a successful team
• Growth mindset - Ability to think big, move fast and execute solutions
• Strong change management capabilities
• Quantitative process orientation & innovation capabilities
• Someone with very strong interpersonal, verbal and written communication skills
• Strong work ethic, hardworking, willing to put in extra hours to meet deadlines
• Able to operate effectively in highly ambiguous settings and timeline pressure situations

Superlative process orientation & innovation capabilities