Team Lead Mangalore

Aditya Birla Health Insurance Company Limited; Karnataka; On-site; INR 550,000 - 750,000; Full time

Job summary

Aditya Birla Health Insurance Co. Limited is seeking a Call Center – Team Lead in Thane to direct and monitor the telesales sales team, ensuring target achievement and compliant customer interactions.

You will coach agents, manage daily huddles, and report performance to the Head – Telesales. The role requires strong leadership, tele-sales experience, and the ability to drive productivity in a fast-paced digital sales environment, aligning with ABHICL's customer-first approach and regulatory

Responsibilities

• Meet monthly topline targets
• Achieve desired conversion ratios per leads assigned
• Ensure compliance with distance marketing and other regulatory guidelines
• Maintain CRM and publish monthly sales data
• Mentor and coach team members to improve performance

Job description

Basic Details

Fill the required information about business, unit, location, position, reports to position and date of updation of JD

Location

Thane, G Corp

Poornata Position Number of the job

121411

Poornata Position Title of the job

Call Center – Team Leads

Reports to: Poornata Position Title

Head – Telesales

Function

Digital Sales

Reports to: Function

Digital Sales

Department

Digital Sales

Reports to: Department

Digital Sales

Designation of the Employee

Call Center – Team Leads

Designation of the Manager

Head – Telesales

Date of writing/updation of JD

Job Purpose: Write the purpose for which the job exists (in 2-3 lines)

The purpose of the job is to direct and monitor activities of sales team to achieve targets, ensure closure of deals and take remedial action/plan to ensure target achievement in alignment with defined legal and ethical requirements of the organisation.

Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.

Business Workforce Number

Particulars

• FY 18
• FY 19
• FY20
• Direct Reportees
• 20
• 20
• 20

GWP Target

Particulars

• Unit
• FY 18
• FY 19
• FY20
• Net Issued Premium
• In Rs million
• 15
• 18
• 24

FLS Productivity

• FY 18
• FY 19
• FY 20
• 1.13
• 1.25
• 1.4

• Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section

About The Health Insurance Industry –

While the current market sees more than 15 non-life players in the private space and 5 exclusive private players in the health insurance space trying to capture a sizable market share, the nationalised service provider (6) remains a strong competitor. In addition to this the business dynamics are such that the overall market on an annual basis which is to the tune of roughly 10,000 Crs sees close to 85 % of the business renewing with the existing service provider itself. This narrows down the opportunity of the fresh business actually being seriously fought in the market to approximately 1500 odd Crs. With the SME and the start-ups being the driving force of Indian economy, the opportunity to cater to these segments is immense and is increasing manifold year on year. The challenge here therefore remains as to how we capture a larger share of the opportunity by developing specific solutions to cater each segment of the business. Also by creating an inexpensive and standardized solution to increase the reach into the pockets of channel partners across the country to harness on their captive business and explore new opportunities with them.

Market Opportunities – With the advent of medical advancements, lifestyle changes, change in Indian socio-economic scenario and Indian healthcare space, and the insurers are facing challenges to cater to the needs of this diverse clientele. Increasingly Indian customers have started considering health insurance partners as intentions of health advisers. In this scenario it becomes extremely important to understand their psyche and then provide tailored solutions with wellness benefits which would help them meet their end objectives and bring in profitable revenue source for the company.

About The Aditya Birla Health Insurance –

Aditya Birla Health Insurance Co. Limited (ABHICL) was incorporated in 2015 as a 51:49 joint venture between Aditya Birla Capital Limited (ABCL) and MMI Strategic Investments (Pty) Ltd. ABHICL commenced its operations in October 2016.

ABHICL has entered the competitive health insurance market with an aim to expand the category to wider customer segments, beyond the ones that health insurance companies traditionally have marketed to. As the 6 th entrant in a category with well-established players, ABHICL is creating differentiation and equity for itself though the unique business proposition of “Health Insurance for All”, a one of a kind proposition in India at the moment. This is a philosophy that is being built through every single consumer touch point and into every single backend process of the company to ensure a customer’s experience of our proposition is continuous and seamless.

ABHI’s unique offering to market includes proposition includes -

• A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
• A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
• ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
• ABHICL’s vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.

Key Challenges for the role –

• Young workforce and meeting their career aspirations
• Attrition of callers (Maintain a high average vintage)
• Maintain high average productivity
• Ensure healthy average call time at desired conversion percentage and;
• Managing communication to customer i.e. misinformation about the product/misselling
• Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

Key Result Areas

Supporting Actions

GWP Targets

• Meet monthly, Quarterly and Annual topline targets.

Conversions Rates

• Achieve desired conversion ratios per leads assigned

Compliance

• Compliance to distance marketing and other regulatory guidelines.

Employee Engagement

• Ensure timely communication on assigned targets
• Conduct periodic review of the plans to identify gaps and incorporate changes
• Provide timely constructive feedback
• Conduct daily huddles leading to knowledge sharing and increased engagement
• Managing attrition to ensure high average vintage
• Motivate team members by recognizing achievements on real time basis resulting in to sense of belonging in the team

Ensure that the Support teams are aligned to the Sales deliverables in order to facilitate smooth functioning and productivity of the Channel

• Have regular discussions with training/ to understand their expectations & share requirements.
• Partner & synergize with other departments to ensure driving of common goals.

Management Information System

• Maintain and update CRM portal periodically and;
• Capture monthly sales and publish the same

Team Development

• Ensure continuous on the job training and facilitate skill enhancement of team members
• Plan and schedule periodic Training programs for self and team development
• Mentor, supervise and coach and well as provide direction to subordinates.
• Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

Telecallers:

The purpose of the job is to sell Health Insurance to prospective customers over digital platform by building awareness about the brand & product awareness and resolving customer doubt/queries.