07/03 Vasundhara
HR at MAX Life Insurance

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Max Life Insurance - eCommerce Manager - Online Sales Fulfillment - IIM/MDI/ISB/FMS (5-10 yrs)

Gurgaon/Gurugram Job Code: 672777

Position : Manager - Ecommerce (Online Sales Fulfillment)

Function : Ecommerce

Department : Digital Marketing & Ecommerce

Reporting to : AVP/CM - Ecommerce


This incumbent of the role will be part of Max Life's Ecommerce channel team with responsibility for driving fulfillment of all Direct business leads generated for the online sales channel. S/he will play a crucial role in managing relationships with call centre vendors to drive business objectives, hands-on experience of call center metrics management for both Inbound as well as Outbound sales environment, ensuring call-center productivity and managing compliance. Sound knowledge of Digital Marketing should be an added advantage


1. Own and manage the sales conversion funnel to deliver and grow direct ecommerce business through our contact centre

- Monitor & manage the Process Metrics including Conversions, Login Hours, Call Quality, ACHT, customer complaint etc., highlight key risks and provide inputs for Mitigation Plan to achieve overall business goals .

- Actively monitor Funnel efficiencies (Connect rate, attempt rate, No connect data churn) and suggest recommendations to improve the productivity

- Manage weekly, monthly & Quarterly lead volume & plan capacity per the forecast & align effective manpower to drive cohort wise efficiencies

- Achieve individual sales and conversion targets for each lead source and associated business metrics

- Manage online customer's lifecycle till issuance

- Manpower planning as per the forecasted volume and ensure effective manpower alignment to drive bucket efficiencies

Key competencies/skills required :

- Call center Metric management experience

- Customer Service Management

- Multi tasking

- Prior experience of managing Sales outbound process

- Insurance Domain Knowledge would be an advantage

- Advanced knowledge of MS Office (especially Excel formulas & PowerPoint)

2. Drive continuous evolution of processes to enhance performance & customer experience

- Target distribution and monitoring performance through daily, weekly reviews to ensure target achievement

- Liasion with support functions to improve team performance & identify opportunities for process improvements.

- Suggest recommendations for learning and development, career progression, internal movement & employee engagement iniitatives aimed at reducing attrition.

- Conduct daily briefings to keep the team abreast to process changes and advancement, keep them oriented towards target achievement and resolve concerns (if any).

- Monitor calls regularly to have process insights, be aware about the trends and bring insights to larger group attention

3. Legal, Regulatory Compliance & Audit

- Ensure 100% adherence to DM guidelines (Regulatory compliance) TRAI, and Audit findings.

- Complete all the regulatory compliance task in time (1% & 3% call recording evaluation)

- Conduct quarterly self audits & publish observation/scores to the team

- Ensure compliant resolution TATs are adhered

4. People management & capability building

i. Design training initiatives in line with business requirements

ii. Create effective R&Rs to grow sales and conversions

Experience :

- Graduate/Post Graduate from a premier business school

- At least 05 years of total experience

- Experience in managing sales fulfillment for Online channels/E-Tailers

- Knowledge of dialers and calling campaigns - Cohesive, Aspect, Czentrix etc

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

- Cross-functional expertise in managing call-centre solutions

Women-friendly workplace:

Maternity and Paternity Benefits

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