Mashreq - Assistant Team Lead - General Insurance/Direct Banking Center

Responsibilities:

- Ensure basic hygiene and professional standards are maintained across the team.

- Observe individual performance and conduct regular reviews.

- Provide constructive feedback and coaching.

- Assist team members with queries related to general insurance products and processes.

- Coordinate with providers to resolve product-related issues.

- Organize product training sessions in coordination with providers.

- Ensure team members are up to date with product knowledge and process changes.

- Demonstrate strong interpersonal skills to manage staff effectively.

- Resolve internal and customer queries with empathy and efficiency.

- Support staff in handling customer interactions.

- Ensure high standards of customer service are maintained.

- Monitor calls and interactions for quality assurance.

- Provide coaching and feedback to improve service delivery.

- Deliver monthly sales targets for General Insurance through the Telesales team.

- Ensure effective utilization of dialer campaigns.

- Monitoring calling lists, lead allocation, and customer contact strategies to maximize reach and conversion.

- Set clear performance goals for agents.

- Provide structured coaching, monitoring, and feedback to tele sales agents to enhance performance and ensure compliance.

- Maintain high call quality standards.

- Ensure full adherence to regulatory and compliance requirements.

- Analyze sales reports and performance metrics to identify gaps, opportunities, and areas for improvement.

- Recruit, train, and certify tele sales agents.

- Build and retain a high-performing team with low attrition.

- Refine tele sales approach based on market feedback, customer behavior, and product positioning.

Qualifications:

- Bachelors degree or postgraduate qualification in a relevant field.

- Minimum of 5 years of experience in telesales or related roles within the General Insurance

industry.

- In-depth understanding of General Insurance products and associated service methodologies.

- Excellent verbal and written communication skills with the ability to prioritize tasks and meet deadlines.

- Strong conflict resolution skills with the ability to interact effectively and empathetically with customers.

- Demonstrates patience, empathy, and a solution-oriented mindset with a focus on driving

results.

- Advanced organizational skills and the ability to manage multiple priorities in a dynamic work environment.

- Proven ability to work within and lead multidisciplinary teams, especially in culturally diverse

environments.

- Strong experience in managing teams, including staff development, performance management, and motivation.