Head - Call Center Operations (5-10 yrs)

The Head Direct in Insurance Broking is responsible for leading and optimizing daily operations of the CSR team, with a focus on achieving revenue, gross written premium (GWP), and business quality targets. This role involves managing daily targets, supporting team development, and implementing strategies to drive efficient performance. The Process Manager also ensures the quality of business operations, minimizing policy cancellations and maintaining a balanced portfolio of fresh and port health business.

1. Daily Operations Management:

- Brief Team Leaders (TLs) daily, aligning on targets, updates, and key performance indicators.

- Create and monitor daily run rates, tracking target achievement and adjusting strategies as needed to meet goals.

- Maintain both fresh health business and port health business, managing ongoing performance updates and strategic adjustments.

2. Team Building & Development:

- Hire and onboard Customer Service Representatives (CSRs) as per budget, ensuring the team is fully staffed and attrition is minimized.

- Arrange regular training sessions for CSRs on product knowledge, customer service skills, and compliance.

- Foster team engagement and a productive work environment to build a high-performance team.

3. Target Achievement & Revenue Growth:

- Drive GWP targets by maintaining revenue and achieving base targets.

- Monitor the cost-to-revenue ratio, ensuring revenue is double the cost of CSRs, and strive to maintain financial efficiency.

4. Business Hygiene & Quality Control:

- Manage business hygiene by minimizing policy cancellations and maintaining a low mis-selling rate.

- Ensure policy cancellations do not exceed 2% on a number-of-policies (NOP) basis and address any force-selling issues proactively.

- Oversee the business mix, ensuring a balanced portfolio of fresh and port business across insurance partners aligned with organizational goals.

5. Daily MIS and Reporting:

- Prepare and share MIS reports with management, detailing team performance, revenue metrics, target status, and operational insights.

- Track performance metrics daily and provide feedback to management on target alignment and strategic shifts as needed.

Interested candidate may direct reach at +91 99531 38435 for quick response