Centre Head
Max Bupa
Mumbai, Maharashtra
  • Manage team of Authorized Verifier(s) and Telesales relationship managers on the roles of partner bank, deployed in partner Tele calling centers
  • Ensure Annualized Operating Plans are met on a monthly basis for the assigned Tele-channel unit
  • Train, coach, mentor the Authorized Verifiers and Telesales Relationship Managers provide training on the floor as per the requirement
  • Relationship management with all key stake holders at the partner level and internally across business functions to maximize business outcomes
  • Driving Sales & Quality metrics across outlined parameters
KEY RESPONSIBILITIES
(Mention a detailed description of key areas of focus, essential functions and primary responsibilities required to be performed by the incumbent to achieve business objectives) Key Measures of Performance
(Describe the major performance assessing criteria and expectations from the role)
A. Daily Floor Management & Business Outcomes
  • Be in charge of running and managing the team daily, driving expected business outcomes from the allocated Telesales center
  • Understand all organizations products, services, procedures and guidelines and communicate same to all team members
B. Team management
  • Responsible to recruit, onboard authorized verifiers on timely basis
  • Coach, inspire and motivate allocated Authorized Verifiers and Telesales Relationship Managers for the allocated centre
C. Training & Quality
  • Train, coach, mentor Telesales relationship managers, Authorized Verifiers of the partner relationship on MBHI products, processes, guidelines including soft skills to drive sales of Max Bupa Health Insurance solutions
  • Monitor calls to ensure that due procedures and quality standards are strictly adhered to; active engage, facilitate for customer calls on phone especially for critical customers (ticket size, escalations etc)
  • Keep up with the trends and happenings in the industry and ensuring adherence to industry standards
  • Good understanding of the market dynamics in the respective sector
D. Relationship & Stakeholder management
  • Create and manage strong relationship with supervisory chain with concern key stakeholders in partner bank
  • Coordinate with different departments (internally) ensure timely issuance of policies, other business requirements (endorsements, claims etc)
  • Prepare, submit, monitor, track daily sales MIS & Reports • Drive expected business outcomes for the Telesales centre – productivity, average ticket size, no. of policies
  • Drive productivity of AVs of getting optimum calls/ Leads and optimum Lead conversion
  • Attrition for the team
  • Conducting coaching and training, drive motivation and engagement within the team
  • Control the Loss ratio of unit by ensuring product mix in line to Organization objectives
Driving sales quality through controlling policy cancellations/ endorsements

Key Relationships (Internal / External)
(Mention the set of key internal and external stakeholders)
Internal
Interdepartmental coordination with Underwriting/ Operations/ Finance teams
Team member (AV)
External
Bank tele set up key stakeholders including National Head, Unit Head, Team leader & RMs
Policy holders and prospective customers

Preferred Skill Set
(Describe the nature and level of key skill required\preferred to perform the jobs e.g. interpersonal skills, problem solving ability and business expertise)
Scope Of work
(Mention the Span\Scale of Operation\Target range)
  • High analytical proficiency
  • Very good relationship management skills.
  • Prior experience in a large BPO/ Telesales set up in outbound/ inbound Telesales with teams handling experience
  • Pro-active approach in issue resolution
  • Good communication and Presentation skills
  • Personal credibility & effectiveness
  • Customer Focus and strong interpersonal skills Responsible for handling directly/ indirectly
1. At start One/ two AVs eventually will go to 6-10 AVs (more of direct control)
2. One Unit Head of bank (Senior profile)
3. 4 to 5 Team Leaders of bank
4. 70-75 Senior Telecaller Relationship Managers of the partner bank
5. Subsequently have to manage additional tele sales channel

This position will be eligible for target based sales incentive
Minimum Qualification Minimum Experience

Any Graduate/ MBA will be preferred
4-6 years of prior experience, with min of 2 years experience in managing a team as a Team Leader in Telesales channel
Candidates with prior experience of Health/ GI industry preferred