AEGON Religare - Manager - Training - Online/eSales

Job Description: Head the training for an internal contact centre and channel partners

Designation Manager - Training

Reporting to Head - Online Sales

Location Mumbai

Function eSales

Level M3

Key Purpose

- Transform the productivity from the contact centre by empowering the team with updated training content and competitive product knowledge

- Visit ARLI channel partners and conduct regular training session to ensure the partners have the best training material to promote ARLI products over competition

- Prepare and publish training material for channel partners and the internal contact centre

- Conduct weekly training sessions with the internal contact centre to ensure the team has the best knowledge arsenal to handle customer objections to deliver the desired conversion from queries

- Bring uniformity in performance within the team in terms in conversion ratio's and product mix by empowering the bottom performers with better training and product knowledge

Key Responsibilities

- Deliver a measurable productivity lift from the contact centre team month on month

- Travel and conduct training sessions every month across channel partners

- Prepare and publish training material to promote ARLI products

- Work with individuals in the team and closely monitor performance to improve the output for the whole team

- Reduce the variance in performance across the team in terms of output

- Monitor quality in the team and help the overall team deliver a superior performance month on month

- Ensure the team has the desired training material to handle any customer objection in terms of queries across products from the financial domain

- Ensure uniformity in product pitch, clarity in thought and knowledge across the contact centre team

- Establish an - operations excellence framework- and set insurance industry benchmark in product knowledge

- Measure and publish reports on individual performance and monitor the same for improvement

Profile and Competencies

- Industry background - should be from the BFSI domain with a very strong understanding of the financial industry

- Should posses the ability to compare financial products across the BFSI industry and present strong competitive pitches for ARLI products

- Should have clarity of though in communication

- Excellent powerpoint and excel skills to develop training material

- Should be self-driven with and ability to motivate and drive a team

- Very strong communication skills with good presentation abilities

- Should have the ability to prepare and present competitive comparisons and Power Points