Lead- TeleSales

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 dynamic leader to drive revenue and business delivery for its telesales channel. You will own targets, manage funnel metrics, and coordinate with marketing to optimize leads and conversions.

You will also lead the leadership layer, ensure staffing, coach managers, and uphold compliance while building data-driven performance reviews and dashboards. The role emphasizes training, persistency strategies, and cross-functional collaboration.

Responsibilities

• Own daily/weekly/monthly sales targets (premium, policies, conversion, activation) for the telesales channel.
• Drive funnel management: leads allocation, contactability, appointment/closure rates, and persistency (where applicable).
• Build action plans to improve core KPIs: conversion %, premium per case, connect rate, talk time effectiveness, and closure TAT.
• Coordinate with Marketing/Alliances for lead quality improvement and optimize lead mix.
• Lead and manage the leadership layer: Team Leads and 2 Floor Managers; ensure clear cadence of reviews and accountability.
• Ensure staffing and roster planning to meet peak-hour productivity; manage attrition impact and backfills.
• Set performance standards, conduct regular performance reviews, and drive PIPs where needed.
• Coach Floor Managers/TLs on daily huddles, real-time floor control, and problem-solving.
• Own quality metrics: audit scores, script adherence, mis-selling prevention, complaint reduction, and customer communication standards.
• Partner with QA/Compliance teams to run calibrations, close gaps, and implement corrective actions.
• Build a data-driven operating rhythm: hourly dashboards, daily performance reviews, weekly business reviews (WBR), monthly business reviews (MBR).
• Analyze trends on leads, conversion, productivity, QA, and cancellations; drive structured interventions and experiments.
• Ensure accurate reporting and forecasting; identify risks and mitigation plans early.
• Partner with Training to ensure induction, refreshers, product/process updates, objection handling, and sales skill programs.
• Create coaching frameworks for TLs and agents; ensure consistent 1:1 coaching and side-by-side call listening.
• Drive readiness for new product launches and campaign rollouts.
• To design and formulate the renewal strategies in coordination with Operations & the Channel Partners
• Design the service and renewal guidelines for the orphan policy in order to increase renewals.
• To undertake focused group campaigns with efficiency measures in order to increase persistency.
• Guides and develops team members to provide optimum analysis and business intelligence for business consumption
• Proactively builds and maintains relationships with key internal and external stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives

Job description

Key Result areas

Revenue & Business Delivery

• Own daily/weekly/monthly sales targets (premium, policies, conversion, activation) for the telesales channel.
• Drive funnel management: leads allocation, contactability, appointment/closure rates, and persistency (where applicable).
• Build action plans to improve core KPIs: conversion %, premium per case, connect rate, talk time effectiveness, and closure TAT.
• Coordinate with Marketing/Alliances for lead quality improvement and optimize lead mix.

Team Leadership & Governance

• Lead and manage the leadership layer: Team Leads and 2 Floor Managers; ensure clear cadence of reviews and accountability.
• Ensure staffing and roster planning to meet peak-hour productivity; manage attrition impact and backfills.
• Set performance standards, conduct regular performance reviews, and drive PIPs where needed.
• Coach Floor Managers/TLs on daily huddles, real-time floor control, and problem-solving.

Process, Quality & Compliance

• Ensure 100% adherence to regulatory and internal compliance (IRDAI guidelines, scripts, disclosures, call recording norms, consent, KYC documentation).
• Own quality metrics: audit scores, script adherence, mis-selling prevention, complaint reduction, and customer communication standards.
• Partner with QA/Compliance teams to run calibrations, close gaps, and implement corrective actions.

Performance Management & Analytics

• Build a data-driven operating rhythm: hourly dashboards, daily performance reviews, weekly business reviews (WBR), monthly business reviews (MBR).
• Analyze trends on leads, conversion, productivity, QA, and cancellations; drive structured interventions and experiments.
• Ensure accurate reporting and forecasting; identify risks and mitigation plans early.

Training, Coaching & Capability Building

• Partner with Training to ensure induction, refreshers, product/process updates, objection handling, and sales skill programs.
• Create coaching frameworks for TLs and agents; ensure consistent 1:1 coaching and side-by-side call listening.
• Drive readiness for new product launches and campaign rollouts.

Persistency Management

• To design and formulate the renewal strategies in coordination with Operations & the Channel Partners
• Design the service and renewal guidelines for the orphan policy in order to increase renewals.
• To undertake focused group campaigns with efficiency measures in order to increase persistency.

Stakeholder and Team Management

• Guides and develops team members to provide optimum analysis and business intelligence for business consumption
• Proactively builds and maintains relationships with key internal and external stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives