Lead - TeleSales

Overview and Key Responsibilities

The Lead for TeleSales at Aditya Birla Capital will be responsible for owning and driving sales targets across the telesales channel while managing and developing a multi-layer leadership team. This role involves spearheading revenue goals, improving sales funnel effectiveness, and ensuring the delivery of quality and compliant processes aligned with regulatory standards.

Revenue and Business Performance

• Take ownership of daily, weekly, and monthly sales targets including premium collection, policy conversion, activation, and persistency metrics.
• Manage and optimize lead distribution, contact rates, appointment setting, closures, and ongoing client engagement.
• Develop and implement strategic plans to enhance core KPIs such as conversion percentage, premium per case, call connect rate, talk time efficiency, and closure turnaround time.
• Collaborate with Marketing and Alliance teams to improve the quality and mix of leads.

Leadership and Team Oversight

• Lead and mentor Team Leads and Floor Managers, ensuring structured review meetings and accountability frameworks.
• Plan staffing and rostering to maintain peak productivity during high-demand periods, addressing attrition and recruitment backfills efficiently.
• Define performance benchmarks, conduct routine evaluations, and enforce performance improvement plans where necessary.
• Coach management personnel on daily operational huddles, floor monitoring, and resolution of issues in real time.

Process Adherence, Quality Assurance, and Compliance

• Maintain 100% compliance with regulatory requirements including IRDAI guidelines, mandatory scripts, disclosures, call recording protocols, consent acquisition, and KYC documentation.
• Oversee quality metrics encompassing audit results, script compliance, minimizing mis-selling, reducing complaints, and upholding customer communication standards.
• Collaborate with Quality Assurance and Compliance teams to conduct calibrations, close compliance gaps, and implement corrective measures.

Performance Analytics and Management

• Establish a data-centric operational rhythm using hourly dashboards, daily performance checks, and weekly/monthly business reviews to monitor progress.
• Conduct trend analyses on leads, conversion rates, productivity, quality assurance, and cancellation patterns to guide targeted interventions and experiments.
• Ensure accurate business reporting, forecasting integrity, and early identification of risks with mitigation plans.

Training and Capability Development

• Work alongside Training teams to facilitate new hire onboarding, refresher sessions, product and process updates, objection handling, and sales training programs.
• Design coaching methods for Team Leads and agents with emphasis on consistent one-on-one coaching and direct call monitoring.
• Lead preparedness for imminent product launches and marketing campaign implementations.

Persistency Strategy

• Develop renewal strategies in conjunction with Operations and Channel Partners to enhance policy renewals.
• Create service and renewal guidelines targeting orphaned policies to boost persistency rates.
• Implement focused group campaign initiatives with efficiency metrics aimed at increasing customer retention.

Stakeholder and Team Collaboration

• Support team members in providing insightful business analysis and intelligence for organizational benefit.
• Proactively nurture relationships with key internal and external stakeholders to facilitate seamless cross-functional collaboration and alignment toward business goals.