Senior Centre Head

Niva Bupa Health Insurance; Chandigarh; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Senior Centre Head role at Niva Bupa Health Insurance South telesales center, reporting to Area Manager, focuses on daily floor management and driving business outcomes.

You will lead the team, communicate product guidelines, coach verifiers and relationship managers, ensure quality, monitor calls, and coordinate with internal departments to issue policies and endorsements.

This senior position requires strong leadership, relationship skills, and a proactive approach to resolving issues.

Qualifications

• Strong analytical and leadership abilities required for managing a large telesales team.
• Proven track record in relationship management and customer focus.
• Experience in a BPO/tele-sales environment with outbound/inbound teams.

Responsibilities

• Daily floor management and driving business outcomes in the telesales center.
• Coach, train and motivate AVs and telesales RM partners on MBHI products and processes.
• Monitor calls for quality, ensure adherence to procedures, and manage stakeholder relationships.

Skills

Analytical skills

Relationship mgmt

Telesales leadership

Communication skills

Problem solving

Interpersonal skills

Customer focus

Education

Graduate & Post Graduate

Job description

JOB PROFILE

Position

Senior Centre Head

Location

South

Reports to

Area Manager

Category

Institutional Sales

Reporting

Level

M7

Our Purpose

At Niva Bupa, our purpose is “to give every Indian the confidence to access the best healthcare” by empowering them with knowledge, guiding them with expertise, and providing them with a gamut of services that instils confidence and puts control back in their hands- just the way they want every moment of their life to be.

Our Values

• Commitment
• Innovation
• Empathy
• Collaboration
• Transparency

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. Niva Bupa is an Equal Opportunity Employer committed to achieving diversity within its workforce, and encourages all qualified applicants to apply, irrespective of gender, age, sexual orientation, disability, culture, religious and ethnic background. At Niva Bupa 12% of our team handling roles are led by women. We welcome specially-abled professionals to join our team.

Key Roles & Responsibilities

Primary Role Description

• Daily Floor Management & Business Outcomes
• Be in charge of running and managing the team daily, driving expected business outcomes from the allocated Telesales center
• Understand all organizations products, services, procedures and guidelines and communicate same to all team members
• Team management

Coach, inspire and motivate allocated Authorized Verifiers and Telesales Relationship Managers for the allocated centre

• Training & Quality
• Train, coach, mentor Telesales relationship managers, Authorized Verifiers of the partner relationship on MBHI products, processes, guidelines including soft skills to drive sales of Max Bupa Health Insurance solutions
• Monitor calls to ensure that due procedures and quality standards are strictly adhered to; active engage, facilitate for customer calls on phone especially for critical customers (ticket size, escalations etc)
• Keep up with the trends and happenings in the industry and ensuring adherence to industry standards
• Good understanding of the market dynamics in the respective sector

Relationship & Stakeholder management

• Create and manage strong relationship with supervisory chain with concern key stakeholders in partner bank
• Coordinate with different departments (internally) ensure timely issuance of policies, other business requirements (endorsements, claims etc)
• Prepare, submit, monitor, track daily sales MIS & Reports

Preferred Skill Set

• High analytical proficiency
• Very Good Relationship Management Skills.
• Prior experience in a large BPO/ Telesales set up in outbound/ inbound Telesales with teams handling experience
• Pro-active approach in issue resolution
• Good Communication And Presentation Skills
• Personal credibility & effectiveness
• Customer Focus And Strong Interpersonal Skills

Key Requirements – Education & Certificates

• Graduate & Post Graduate (In Any Field)

Key Measures of Performance

• Drive expected business outcomes for the Telesales centre – productivity, average ticket size, no. of policies
• Drive productivity of AVs of getting optimum calls/ Leads and optimum Lead conversion
• Attrition for the team
• Conducting coaching and training, drive motivation and engagement within the team
• Control the Loss ratio of unit by ensuring product mix in line to Organization objectives
• Driving sales quality through controlling policy cancellations/ endorsements

Key Requirements - Experience & Skills

• Interpersonal Skills
• Negotiation Skills
• Product Knowledge
• Problem-Solving
• Customer Focus