Telesales - Team Leader

About Niva Bupa Health Insurance Company - Niva Bupa Health Insurance Company Limited (formerly known as Max Bupa Health Insurance Company Limited) is a joint venture between Fettle Tone LLP (an affiliate of True North Fund VI LLP), a leading Indian private equity firm, and the Bupa Group, a leading international healthcare company with a legacy of providing specialized healthcare services for over 70 years. Niva Bupa’s growth story has been phenomenal. We are one of the fastest growing Stand Alone Health Insurers in the country with a current employee strength of 7000+ with growth rate of 154% since FY 20 and growing. We are a fully integrated health insurance provider with in-house claims processing; under-writing and servicing. Our goal is to achieve more than 10000 Cr GWP By 2027 & thus requires goal oriented individuals to be a part of this exciting growth journey to achieve it. Niva Bupa is certified Great Place to Work for the 3rd year running and aims become one of the best workplaces in the BFSI industry.

Key Roles & Responsibilities

Primary Role Description: 

• To manage a team of telesales
• To ensure that targets are met on a monthly basis - through inbound and outbound sales
• To be responsible for the management of direct reports, one to one reviews and performance reviews.
• Driving per advisor productivity and sales quality across outlined parameters

Key Roles & Responsibilities:

• Be in charge of running and managing the team daily
• Understand all organizations products, services, procedures and guidelines and communicate same to all team members.
• Monitor calls to ensure that due procedures and quality standards are strictly adhered
• Facilitate and organize training session for all agents and participate in recruitment of new team members
• Submit regular reports to management and seek new ideas and strategies to improve team performance
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Coaching, inspiring and motivating a sales team
• A good understanding of the market dynamics in the respective sector
• Coordinate with different departments to ensure Issuance of Policies
• Ensure self-target are also met (*Applicable for ARM)

Key Requirements – Education & Certificates

• Min 3-6 years’ Experience as a Team Leader on papers with experience of Health or Motor insurance domain)
• Drive productivity per advisor
• Attrition for the team
• Improving leads conversion
• Employee motivation & engagement 
• Control the Loss ratio for the team by ensuring product mix in line to Organization objectives
• Driving sales quality through controlling policy cancellations/ endorsements

Key Requirements - Experience & Skills

• High analytical proficiency
• Outbound Telesales Team handling experience
• Pro-active approach in issue resolution
• Good communication and Presentation skills
• Large BPO/ Telesales set up experience will be preferred
• Leading Change & Strategic Thinking

Key Functional Competencies

• Functional competency Beginner Intermediate Expert
• Convincing skills
• Product Knowledge
• Team Handling
• NBHI Core Competencies
• Functional Competencies 
• Behavioral Competency
• Behavioral competency Beginner Intermediate Expert
• Strategic Mindset
• Entrepreneurship
• Execution Excellence
• Building High Performing Teams