Vice President - Cross Sell & Telesales - Insurance

Vice President - Cross Sell & Telesales - Insurance

Job Description :

This position will be responsible for all insurance and cross-sell related out-bound telesales processes. Will be managing a team size of 1,800 - 2,000 NFTE Tele-callers and 10 FTEs

Position Responsibilities :

Job Description Position Responsibilities :

- Deliver on planned tele-marketing sales volume & conversion for identified Insurance & Cross-sell products which currently includes Insurance, Card Protection Plan, Upgrade, Cross-sell, Credit Line Increase, Easy Bill Pay, Add-on Cards, Card Retention etc. Budgeting, planning & forecasting for complete process.

- Responsible for managing a team of 1800-2000 NFTE tele-callers. - Deliver on planned new sales count. Meet all productivity & cost of acquisition targets assigned for the vertical. Ensure sales per NFTE productivity targets are met while keeping cost of acquisition under expected benchmarks.

- Ensure meeting all Regulatory compliance & guidelines with respect to individual products & sales processes. IRDA, RBI, TRAI etc. norms.

- Responsible for delivering on all key Quality & Internal Control metrics defined for respective processes - Cancellations, Complaints, Mis-sell, Quality score cards, Fatal error report etc.

- Responsible for adherence to all data security guidelines issued by company Card and relevant regulators issued guidelines. - Responsible for achieving defined TAT & benchmarks for Hiring & Attrition

- Work with vendor to create consistent hiring pool, track EWS for attrition, Formulating right assessment tools for hiring etc.

- Vendor Management - Complete Invoicing & reconciliation, Reporting, Internal Vendor Reviews, Periodic reviews with company Card, Adherence to vendor SLAs, Onboarding, Vendor identification etc.

- Responsible for achieving defined TAT & benchmarks for Onboarding & Training

- Creating onboarding training template, refresher trainings, on the job training, coaching programs for new joinees, performance monitoring for new joiness, special campaigns for new joinees etc

- Responsible for formulating & publishing all required MIS/reports/trackers on respective tele-calling processes performance. Presentation to senior management on periodic basis on process performance. Responsible for formulating right incentive plan customized to each process aimed at increasing the sales, productivity along adherence to necessary quality & compliance metrics.

- Responsible for formulating Dialer Strategy along with vendor customized to each process. Prepare dialer report formats & track the dialer performance very closely.

- Responsible for driving vendor to roll out consistent engagement activities for tele-callers & support staff.

- Responsible for formulating periodic contest for processes to ensure over delivery of planned numbers. Measures of Success(Define the Outcomes expected of the role) Sales Count & Values for each process Productivity per FTE & per NFTE Sales Conversion %age for each process Cost of acquisition Compliance to all regulatory requirements, clean audits and data security guidelines. Customer Complaints & Quality metrics

Skills Sets Required : Tele-sales/process at large scale Team Management (Large Size)

Leadership Skills : Analytical skills Presentation Skills Vendor management

Must have Qualification : Post-graduate or Graduate with minimum 10 years experience

Relevant Experience in a field Tele-Sales exposure, minimum 3 years. (Pl specify field and years) Preferred Industry(If any) Insurance, Mutual Funds, Banking, NBFC, BPOs

Skills/Experience:

- Tele-sales/process at large scale Team Management (Large Size)

- Leadership Skills Analytical skills

- Presentation Skills Vendor management

- Must have Qualification Post-graduate or Graduate with minimum 10 years experience

- Relevant Experience in a field Tele-Sales exposure, minimum 3 years. (Pl specify field and years) Preferred Industry(If any) Insurance, Mutual Funds, Banking, NBFC, BPOs.