Max Life Insurance - Manager - Direct Sales/Customer Service (8-14 yrs)
- Looking for a talent with min. 3 yrs of experience in Life Insurance Direct Sales channel and has experience of service to sales model in place for walk-in customers at branches.
- This position will be responsible for managing, developing & supervising the team with a key focus on revenue generation, customer service, retention and sales through relationship building.
KEY RESPONSIBILITIES :
A. Drive Revenue through Cross sell / Up sell :
- Ensure team works on every lead allocated from HO team
- Drive productivity measures like lead to conversion ratio.
- Supervise daily activity plan of team & setup governance mechanism
- Undertake join field work with team to demonstrate successfully financial planning skills.
- Ensure 100% training/certification of the team from regulatory perspective
- Exceed month on month revenue target & collection target
B. Customer Service/Retention through relationship management :
- Establish customer relationship building culture in the team
- Help team resolve service requests of customers
- Drive renewal collection on allocated base.
- Provide appropriate training to team for effective customer service.
- Drive team to generate leads from existing customers.
C. Team Management :
- Identify and hire right candidates with the help of HR
- Ensure 85% hiring module completion at all times
- Drive productivity and activation for all FOS
- Manage Attrition
- Measures of Success
- Execution measures
- Drive revenue through cross sell/up sell business
- Collection of due premium as per target.
- Service resolution percentage/TAT
- Customer satisfaction score
- Retention of team
- Process compliance
Key competencies/skills required :
- Building relationships - ability to influence customers/peers
Strong Stakeholder Management :
- Building collaboration - ability to influence team
- Customer centricity.
Key Relationships Management (Internal /External) :
- Internal : Head of SPARC, CET team, Training, HR
- External: Customers
Desired qualification and experience :
- Graduate/Post Graduate in Management
- Must have a minimum of 8+ year's experience.
- Experience in managing customer relationship
- Knowledge of Insurance sales and related processes