• Max Life Insurance - CM/AVP - Service Points As A Revenue Channel - Call Center Jobs in Gurgaon,India - 24973525

  • Max Life Insurance
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  • 8 - 12 Years
  • Posted : above 1 month

Job Description:

CM/AVP - SPARC (Service Points As a Revenue Channel) Call Center


Introduction SPARC is a new initiative aimed at leveraging service touch points with existing customers to generate new sales We currently have a service-to-sales (S2S) model in place for walk-in customers at our branches However, there are many other instances and touch points, where we interact with our customers, which are not leveraged for generating sales - such as financial payouts, service request, premium reminder calling etc Total volume of such touch points is ~3-4 lacs per month hence there is enough revenue potential in these touch points due to which SPARC has been conceived

This position will be responsible for building the online channel Setting up the call centers for lead generation and acquisition Position will also be responsible for generating leads for offline channel as well

This position needs to manage team (4 DRs) and 6 call centers (lead generation as well as solicitation) with more than 400 callers across


1 Project Management

- Ensure effective tracking of key metrics to drive performance

- Facilitate planning & target setting

- Facilitate in devising incentive schemes for enhancing lead generation & conversion

- Facilitate inter-departmental linkages for effective delivery

- Identify current gaps in the process & facilitate decision making through data analytics

- Facilitate in maintaining overall sales to Opex ratio

2 Drive technology enablement & digitization

- Work closely with IT & digital teams to develop appropriate systems to improve performance

- Work with cross-functional teams for user acceptance testing and deployment

3 Management Reporting & Analytics

- Facilitate delivery of effective MIS

- Identify opportunities for improvement through data analytics

- Facilitate tracking of customer experience on various touch points

- Facilitate management reporting and tracking of initiatives

4 Control and compliance

- Keep track of regulatory and compliance items

- Highlight any outages related to the process

5 Team Management

- Build team capability

- Manage attrition

Measures of Success

1Execution measures

- Timely actionable insights based on data analysis, primary & secondary research

- High-quality presentations that require minimal modifications

- The rhythm of reviews for all Program Office initiatives

- Timely publishing of all governance related deliverables, as per the required quality standards

2 Leadership measures

- Ability to influence various stakeholders to ensure delivery

- Ability to analyze & provide strategic direction for action & decisioning

- Ability to create a robust governance structure to deliver desired outcomes

Key competencies/skills required

- Building collaboration - the ability to influence and take decisions

- Gaining loyalty through superior customer service & client management

- Building relationships - the ability to inspire teams that do not directly report to him/her

- Detail-oriented

Key Relationships Management (Internal /External)

- Internal Head of Ops, Channel heads, Chief Underwriter, Head of Digital

- External Customers, call center business partners

Desired qualification and experience

- Graduate /Post Graduate in Management

- Must have a minimum of 8+ years experience

- Experience in managing insurance sales, fulfillment process & outbound call center

- Knowledge of dialers and calling campaigns, and cross-functional expertise of managing call center solutions

- Experience in call centre operations, back-end processes, and customer service, client relationship processes in BFSI / BPOs is preferred

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 06th May 2020

Key Skills:

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