Floor Manager - One ABC

Aditya Birla Health Insurance Company Limited; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Aditya Birla Health Insurance Company Limited is seeking a results‑driven leader to elevate team performance and sales productivity while delivering exceptional customer experience. The role emphasizes coaching, KPI tracking, and structured action plans to close performance gaps.

Responsibilities include ensuring operational excellence, monitoring call quality and service levels, resolving escalations, and maintaining SOP adherence.

Responsibilities

• Conduct daily huddles to communicate targets and priorities.
• Monitor individual and team KPIs such as sales, conversions, productivity, and adherence.
• Coach team leaders and agents to improve performance and achieve business goals.
• Implement action plans to address performance gaps.
• Monitor call quality, service levels, and operational metrics.
• Resolve customer escalations in a timely and professional manner.
• Ensure adherence to SOPs, quality standards, and turnaround times.
• Drive process improvements to enhance operational efficiency and customer satisfaction.
• Identify training and development needs through performance reviews.
• Conduct regular coaching sessions and provide constructive feedback.
• Recognize and reward high performers to boost motivation.
• Foster a collaborative, positive, and high-performance work environment through engagement initiatives.
• Ensure compliance with insurance regulations, company policies, and internal controls.
• Monitor adherence to process and regulatory requirements.
• Analyze operational and sales performance trends using MIS reports.
• Share insights and recommendations with management to drive continuous improvement.

Job description

Key Result Areas *

Supporting Actions*

Drive Team Performance & Sales Productivity

• Conduct daily huddles to communicate targets and priorities.
• Monitor individual and team KPIs such as sales, conversions, productivity, and adherence.
• Coach team leaders and agents to improve performance and achieve business goals.
• Implement action plans to address performance gaps.

Ensure Operational Excellence & Customer Experience

Monitor call quality, service levels, and operational metrics.

• Resolve customer escalations in a timely and professional manner.
• Ensure adherence to SOPs, quality standards, and turnaround times.
• Drive process improvements to enhance operational efficiency and customer satisfaction.

Develop Team Capability & Engagement

• Identify training and development needs through performance reviews.
• Conduct regular coaching sessions and provide constructive feedback.
• Recognize and reward high performers to boost motivation.
• Foster a collaborative, positive, and high-performance work environment through engagement initiatives.

Ensure Compliance & Performance Reporting

• Ensure compliance with insurance regulations, company policies, and internal controls.
• Monitor adherence to process and regulatory requirements.
• Analyze operational and sales performance trends using MIS reports.
• Share insights and recommendations with management to drive continuous improvement.