Revenue & Business Delivery | - Own daily/weekly/monthly sales targets (premium, policies, conversion, activation) for the telesales channel.
- Drive funnel management: leads allocation, contactability, appointment/closure rates, and persistency (where applicable).
- Build action plans to improve core KPIs: conversion %, premium per case, connect rate, talk time effectiveness, and closure TAT.
- Coordinate with Marketing/Alliances for lead quality improvement and optimize lead mix.
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Team Leadership & Governance | - Lead and manage the leadership layer: Team Leads and 2 Floor Managers; ensure clear cadence of reviews and accountability.
- Ensure staffing and roster planning to meet peak-hour productivity; manage attrition impact and backfills.
- Set performance standards, conduct regular performance reviews, and drive PIPs where needed.
- Coach Floor Managers/TLs on daily huddles, real-time floor control, and problem-solving.
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Process, Quality & Compliance | - Ensure 100% adherence to regulatory and internal compliance (IRDAI guidelines, scripts, disclosures, call recording norms, consent, KYC documentation).
- Own quality metrics: audit scores, script adherence, mis-selling prevention, complaint reduction, and customer communication standards.
- Partner with QA/Compliance teams to run calibrations, close gaps, and implement corrective actions.
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Performance Management & Analytics | - Build a data-driven operating rhythm: hourly dashboards, daily performance reviews, weekly business reviews (WBR), monthly business reviews (MBR).
- Analyze trends on leads, conversion, productivity, QA, and cancellations; drive structured interventions and experiments.
- Ensure accurate reporting and forecasting; identify risks and mitigation plans early.
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Training, Coaching & Capability Building | - Partner with Training to ensure induction, refreshers, product/process updates, objection handling, and sales skill programs.
- Create coaching frameworks for TLs and agents; ensure consistent 1:1 coaching and side-by-side call listening.
- Drive readiness for new product launches and campaign rollouts.
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Persistency Management | - To design and formulate the renewal strategies in coordination with Operations & the Channel Partners
- Design the service and renewal guidelines for the orphan policy in order to increase renewals.
- To undertake focused group campaigns with efficiency measures in order to increase persistency.
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Stakeholder and Team Management | - Guides and develops team members to provide optimum analysis and business intelligence for business consumption
- Proactively builds and maintains relationships with key internal and external stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives
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