Sr Team Member - Digital Initiatives

Job Description

Sr Team Member - Digital Initiatives: Key Functional Responsibilities: Contact Center Management: Oversee daily operations of internal and outsourced call centres including lead distribution, sales pitch monitoring, and call audits. Implement performance tracking mechanisms and drive KPIs (e.g., APR, FTR, conversions). Design and execute training programs on product knowledge and sales techniques. Customer Experience & Compliance: Ensure seamless customer engagement throughout the digital purchase journey. Monitor service quality and compliance with IRDAI regulations, data privacy, and security norms. Identify process improvement opportunities to boost customer satisfaction and policy issuance efficiency. Tech & Collaboration: Collaborate with the digital, IT, and product teams to optimize user experience and lead journeys. Drive CRM and call center system enhancements to support better lead nurturing and tracking. Coordinate with third-party vendors and external platforms for campaign execution and process integration. Key Managerial Responsibilities: Sales & Strategy Execution: Lead and manage the Direct-to-Customer (D2C) digital sales channel, ensuring achievement of sales targets through inbound/outbound campaigns. Drive sales for digital-first insurance products across segments like existing customers, employee leads, affiliate marketing, and organic traffic. Support the formulation and execution of strategy to increase digital channel adoption and policy conversion. Qualification required: Qualification Graduate/Postgraduate in Marketing, Insurance, or Business Administration. Technical skills required: Strong knowledge of D2C insurance sales and customer lifecycle management. Hands-on experience managing large call center operations. Excellent analytical skills and understanding of sales performance metrics. Proficiency in CRM tools, lead management platforms, and call center software. Leadership behaviours: Strong communication, team leadership, and stakeholder management capabilities.