Sr Team Member - Digital Initiatives

Key Functional Responsibilities:

Contact Center Management:

• Oversee daily operations of internal and outsourced call centres including lead distribution, sales pitch monitoring, and call audits.
• Implement performance tracking mechanisms and drive KPIs (e.g., APR, FTR, conversions).
• Design and execute training programs on product knowledge and sales techniques.

Customer Experience & Compliance:

• Ensure seamless customer engagement throughout the digital purchase journey.
• Monitor service quality and compliance with IRDAI regulations, data privacy, and security norms.
• Identify process improvement opportunities to boost customer satisfaction and policy issuance efficiency.

Tech & Collaboration:

• Collaborate with the digital, IT, and product teams to optimize user experience and lead journeys.
• Drive CRM and call center system enhancements to support better lead nurturing and tracking.
• Coordinate with third-party vendors and external platforms for campaign execution and process integration.

Key Managerial Responsibilities:

Sales & Strategy Execution:

• Lead and manage the Direct-to-Customer (D2C) digital sales channel, ensuring achievement of sales targets through inbound/outbound campaigns.
• Drive sales for digital-first insurance products across segments like existing customers, employee leads, affiliate marketing, and organic traffic.
• Support the formulation and execution of strategy to increase digital channel adoption and policy conversion.

Qualification required: Qualification

• Graduate/Postgraduate in Marketing, Insurance, or Business Administration.

Technical skills required:

• Strong knowledge of D2C insurance sales and customer lifecycle management.
• Hands-on experience managing large call center operations.
• Excellent analytical skills and understanding of sales performance metrics.
• Proficiency in CRM tools, lead management platforms, and call center software.

Leadership behaviours:

• Strong communication, team leadership, and stakeholder management capabilities.