Vice President - Cross Sell & Telesales - Insurance

Short Description for Internal Candidates

This position will be responsible for all insurance and cross-sell related out-bound telesales processes. Will be managing a team size of 1,800 - 2,000 NFTE Tele-callers and 10 FTEs.

Description for Internal Candidates :

Job Description Position Responsibilities 

 - Deliver on planned tele-marketing sales volume & conversion for identified Insurance & Cross-sell products which currently includes Insurance, Card Protection Plan, Upgrade, Cross-sell, Credit Line Increase, Easy Bill Pay, Add-on Cards, Card Retention etc. Budgeting, planning & forecasting for complete process. 

 - Responsible for managing a team of 1800-2000 NFTE tele-callers.

- Deliver on planned new sales count. Meet all prodcutivity & cost of acquisition targets assigned for the vertical. Ensure sales per NFTE productivity targets are met while keeping cost of acquisition under expected benchmarks. 

- Ensure meeting all Regulatory compliance & guidelines with resepct to individual products & sales processes. IRDA, RBI, TRAI etc. norms. 

- Responsible for delivering on all key Quality & Internal Control metrics defined for respective processes 

- Cancellations, Complaints, Mis-sell, Quality score cards, Fatal error report etc. 

- Responsible for adherence to all data security guidelines issued by SBI Card and relevant regulators issued guidelines. 

- Responsible for achieving defined TAT & benchmarks for Hiring & Attrition 

- Wok with vendor to create consistent hiring pool, track EWS for attrition, Formulating right assessment tools for hiring etc. 

- Vendor Management 

- Complete Invoicing & reconciliation, Reportings, Internal Vendor Reviews, Periodic reviews with SBI Card, Adherence to vendor SLAs, Onboarding, Vendor identification etc. 

- Responsible for achieving defined TAT & benchmarks for Onboarding & Training 

- Creating onboarding training template, refresher trainings, on the job training, coaching programs for new joinees, performance monitoring for new joiness, special campaigns for new joinees etc. 

- Responsible for formulating & publishing all required MIS/reports/trackers on respective tele-calling processes performance. Presentation to senior management on periodic masis on process performance. 

- Responsible for formulating right incentive plan customised to each process aimed at increasing the sales, productivity along adherence to necessary quality & compliance metrics. 

- Responsible for formulating Dialer Strategy along with vendor customised to each process. Prepare dialer report formats & track the dialer performance very closely. 

- Responsible for driving vendor to roll out consistent engagement activities for tele-callers & support staff. 

- Responsible for formulating periodic contest for processes to ensure over delivery of planned numbers.

Measures of Success:

- Sales Count & Values for each process Productivity per FTE & per NFTE Sales Conversion %age for each process Cost of acquisition 

- Compliance to all regulatory requirements, clean audits and data security guidelines. 

- Customer Complaints & Quality metrics Skills Sets Required Tele-sales/process at large scale Team Management (Large Size) & Leadership Skills Analytical skills 

- Presentation Skills Vendor management 

Must have Qualification :

- Post-graduate or Graduate with minimum 10 years experience

- Relevant Experience in a field Tele-Sales exposure, minimum 3 years. (Pl specify field and years) 

- Preferred Industry(If any) Insurance, Mutual Funds, Banking, NBFC, BPOs