Hiring | Operations Manager - Insurance Sales Operations | Mumbai

Hiresquad; Mumbai; On-site; INR 1,170,000 - 1,430,000; Full time

Job summary

Hiresquad in Mumbai seeks an experienced Operations Manager to lead health insurance telesales operations. You will drive sales performance, optimize processes, and manage a team of sales professionals while ensuring IRDAI compliance and_customer disclosures.

The role requires a strong background in health/general insurance sales, 8+ years of experience in operations management within telesales, and a graduation degree.

Qualifications

• Minimum 8+ years of overall experience
• At least 2 years of experience in an Operations Manager role within telesales/call center operations
• Strong background in Health or General Insurance Sales
• IRDAI Certification preferred (not mandatory)
• Current experience must be in Insurance Sales as Operations Manager
• Education: Graduation mandatory

Responsibilities

• Oversee day-to-day health insurance telesales operations.
• Ensure high call connectivity, optimal agent productivity, and low call drop rates.
• Monitor real-time queue metrics, call flow performance, and conversion dashboards.
• Manage dialer systems, CRM workflows, and lead allocation processes in coordination with IT teams.
• Drive achievement of daily, weekly, and monthly sales targets.
• Lead and mentor Team Leaders and Health Insurance Sales Representatives.
• Conduct call audits, pitch evaluations, and one-on-one coaching sessions.
• Improve objection handling, sales conversions, and customer engagement.
• Manage workforce planning, shift rosters, attrition control, and employee engagement initiatives.
• Organize training programs on health insurance products, riders, and sales processes.
• Ensure adherence to IRDAI guidelines and customer disclosure requirements.
• Collaborate with QA and Compliance teams for call audits and process reviews.
• Address customer escalations and grievance cases efficiently.
• Maintain high standards of regulatory and operational compliance.
• Track and analyze key KPIs including: Average Handle Time (AHT), Conversion Rate, First Call Resolution (FCR), Cost Per Acquisition (CPA), Gross Written Premium (GWP).
• Prepare daily, weekly, and monthly MIS reports.
• Monitor campaign performance and provide insights for continuous improvement.

Skills

Leadership

Team management

Analytical skills

Communication

Stakeholder management

Problem-solving

Education

Graduation

Tools

Salesforce

Zoho

LeadSquared

Job description

Hiring: Operations Manager - Insurance Sales

• Location: Mumbai (Andheri East)
• Shift: Day Shift
• Working Days: 6 Days a Week
• CTC: Up to 13 LPA
• Notice Period: Immediate Joiners Preferred
• Education: Graduation Mandatory
• Experience: 8+ Years

Mandatory Requirement

• Graduate in any stream (Mandatory)

Experience

• Minimum 8+ years of overall experience
• At least 2 years of experience in an Operations Manager role within telesales/call center operations
• Strong background in Health or General Insurance Sales
• IRDAI Certification preferred (not mandatory)

Current experience must be in Insurance Sales as Operations Manager

Role Overview

We are seeking an experienced Operations Manager to lead and optimize health insurance telesales operations. The ideal candidate will have strong expertise in sales operations management, team leadership, process optimization, performance monitoring, and insurance compliance.

Key Responsibilities

1. Operations & Floor Management

• Oversee day-to-day health insurance telesales operations.
• Ensure high call connectivity, optimal agent productivity, and low call drop rates.
• Monitor real-time queue metrics, call flow performance, and conversion dashboards.
• Manage dialer systems, CRM workflows, and lead allocation processes in coordination with IT teams.
• Drive achievement of daily, weekly, and monthly sales targets.

2. Team Management & Coaching

• Lead and mentor Team Leaders and Health Insurance Sales Representatives.
• Conduct call audits, pitch evaluations, and one-on-one coaching sessions.
• Improve objection handling, sales conversions, and customer engagement.
• Manage workforce planning, shift rosters, attrition control, and employee engagement initiatives.
• Organize training programs on health insurance products, riders, and sales processes.

3. Compliance & Quality Assurance

• Ensure adherence to IRDAI guidelines and customer disclosure requirements.
• Collaborate with QA and Compliance teams for call audits and process reviews.
• Address customer escalations and grievance cases efficiently.
• Maintain high standards of regulatory and operational compliance.

4. Performance Analytics & Reporting

• Track and analyze key KPIs including:
  • Average Handle Time (AHT)
  • Conversion Rate
  • First Call Resolution (FCR)
  • Cost Per Acquisition (CPA)
  • Gross Written Premium (GWP)
• Prepare daily, weekly, and monthly MIS reports.
• Monitor campaign performance and provide insights for continuous improvement.

Skills & Technical Expertise

• Strong knowledge of Health & General Insurance products
• Understanding of underwriting, claims processes, and medical disclosures
• Hands-on experience with CRM platforms such as Salesforce, Zoho, or LeadSquared
• Experience working with predictive dialers and telesales technology
• Advanced Excel, reporting, and data analytics skills
• Strong understanding of insurance compliance and regulations
• Excellent leadership, communication, problem-solving, and stakeholder management skills

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