Assistant Manager - Digital Business Unit

A. Position Overview

Position Title

Front Line Sales Manager Outbound Call Center

Department

Digital Business Unit

Grade

Assistant Manager

B. Organizational Relationships

Reports to Direct

Assistant Vice President – DBU

Supervises

NA

C. Job Dimensions

Geographic Area Covered

Mumbai & Thane ( Job Location : - Airoli )

Stakeholders Internal

HO Operations, IT

Stakeholders External

Call Center Vendors, Field Sales Team

About Department: -

The digital business unit focuses on engaging prospects & customers using online platforms, transforming engagement into customer interest and converting interest into online conversion of insurance business. The entire customer journey is driven by our website

Purpose of the job: -

Key objective is to handle end to end new business for assigned campaigns/products (Owning customer journey from leads to login from all sources).

Managing online response mechanism and telesales units for online business performance & customer onboarding. Business planning & forecast, COA management, business delivery, team & vendor partner management are the core responsibilities of the role.

Ensure effective stakeholder expectation management - Internal/Partners/ Customer.

Identify Cross-sell and Upsell opportunities within department and set-up call center and online journey processes.

D. Key Result Areas

Process Manager / Business Delivery

• Act as client on site
• Strategize and drive call center for MoM target achievement & lead conversion.
• Driving sales on the ground & managing end to end funnel from leads to submission to issuance
• Planning & managing outsourced Call center for business delivery.
• Lead forecasting and call center planning.
• Interviewing & certifying outsourced Call center Team.
• Development & training of call center Team.
• Managing overall reporting & MIS for all performance parameters.
• Managing and tracking MoM data campaign-wise and performance.
• Ensuring proper scrubbing of data as per the validations before uploading to the Call Center CRM.
• Working closely with CRM and dialer team to align dialing strategy with business requirements.
• Planning campaign-wise staffing basis analysis of data inflow.
• Designing and roll-out of incentive plans at Call center. Track effectiveness on business output.
• Calibrate Call center quality on TATA AIA Life’s outcome expectation.
• Take business inputs from Call center interactions and VOC and incorporate in customer processes.
• Adherence to audit & compliance. Keeping process and call center compliant with TRAI and IRDAI distance marketing guidelines.

E. Skills Required

Technical

Behavioral *

Level 1

Level 2

Level 3

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

Essential

Desirable

KNOWLEDGE

1. Knowledge of life insurance business and products.
2. Expertise in dialer management and CRM
3. Understanding of outsourcing and vendor management.
4. In depth knowledge of Call center operations.

Should have preferably managed Online business for life insurance products.

Inhouse/Outsourced Call center management for Online Self-Sourced business.

WORK RELATED SKILLS

1. Candidate should have Business Perspective/Strategic thinking intent.
2. Should have managed interaction campaigns - Outbound, Email, SMS etc.
3. Effective written Communication and presentation Skills.
4. Good communication skills is an essential to liaison with vendor partners.

5. Relationship management with Vendors, Partners, Bank partners and stakeholders.
7. Should be good at managing team both ONROLL – 3 DR’s & Outsourced (50-60 FTE)

NA

PROFESSIONAL EXPERIENCE

7-10 years of experience in outsourced Call center management and new set-ups.

7-10 years of experience of handling outsourcing call center management preferably in financial products. Online life insurance business management will be added advantage.

EDUCATION QUALIFICATIONS

Graduate

Postgraduate - MBA/Exe. MBA (Preferably in Marketing or Operations )