Training Manager

Tata AIA Life Insurance; Delhi; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Tata AIA Life Insurance in Delhi is seeking an Assistant Manager / Manager for the Digital Business Unit to drive telesales operations, optimize outsourced call center performance, and boost digital lead conversion.

You will own end-to-end business delivery, campaign management, vendor governance, dialing strategy, and team development while ensuring compliance with IRDAI guidelines and TRAI regulations. 5-8 years of relevant experience and a Graduate degree are preferred.

Qualifications

• 5-8 years of telesales/call center ops experience.
• Experience in Life Insurance / BFSI preferred.
• Proven experience managing outsourced call center partners and large campaigns.
• Exposure to online insurance sales or digital channels a plus.

Responsibilities

• Drive monthly sales targets and improve lead conversion through telesales strategies.
• Manage outsourced call center operations to meet business objectives.
• Develop initiatives to improve call center productivity and efficiency.
• Forecast lead volumes and plan resources to optimize performance.
• Monitor campaign performance and take corrective actions.
• Track and analyze campaign-wise performance and metrics.
• Collaborate with CRM and Dialer teams to align strategies with requirements.
• Plan staffing based on lead inflow and campaigns.
• Design and monitor incentive programs to drive performance.
• Manage reporting, dashboards, MIS, and leadership reviews.

Skills

CRM platforms

Dialer management

Contact center operations

Lead management

Digital sales

Analytics & MIS

Education

Graduate (MBA/ Exec MBA preferred)

Tools

CRM systems

Dialer software

Reporting tools (MIS)

Job description

Assistant Manager / Manager Digital Business Unit

Department: Digital Business Unit
Location: Delhi
Experience: 5-8 Years
Qualification: Graduate (MBA/ Executive MBA preferred)
Industry Preference: Life Insurance / BFSI

Job Summary

We are seeking a dynamic and result-oriented professional to manage and drive telesales operations, outsourced call center performance, and digital lead conversion. The role involves end-to-end responsibility for business delivery, campaign management, vendor governance, dialing strategy, team development, and process compliance to achieve revenue and productivity objectives.

Key Responsibilities

Business Delivery & Call Center Management

• Drive monthly sales targets and improve lead conversion through effective telesales strategies.
• Manage and oversee outsourced call center operations to ensure business objectives are achieved.
• Develop and execute initiatives to improve call center productivity and operational efficiency.
• Forecast lead volumes and plan resources to optimize business performance.
• Monitor campaign performance and implement corrective actions to improve results.

Campaign & Performance Management

• Track and analyze campaign-wise performance, productivity, and conversion metrics.
• Work closely with CRM and Dialer teams to align calling strategies with business requirements.
• Plan staffing requirements based on lead inflow and campaign projections.
• Design, implement, and monitor incentive programs to drive performance improvements.
• Manage reporting, dashboards, MIS, and business reviews for leadership.

Team & Vendor Management

• Lead, mentor, and develop high-performing teams.
• Manage relationships with outsourcing partners and vendors.
• Ensure quality standards and customer experience benchmarks are maintained across all operations.
• Collaborate with internal stakeholders to enhance customer engagement & business outcomes.

Compliance & Governance

• Ensure adherence to IRDAI Distance Marketing Guidelines, TRAI regulations, and internal compliance requirements.
• Monitor audit readiness and implement corrective actions where required.
• Drive process improvements based on customer feedback and Voice of Customer (VOC) insights.

Desired Candidate Profile

Experience

• 5-8 years of experience in telesales, call center operations, or outsourced contact center management.
• Experience in Life Insurance, BFSI, Banking, Financial Services, or Digital Sales operations is preferred.
• Proven experience in managing outsourced call center partners and large-scale sales campaigns.
• Exposure to online insurance sales or digital business channels will be an added advantage.

Knowledge & Skills

• Strong understanding of Life Insurance products and business processes.
• Expertise in CRM platforms, Dialer Management, and Contact Center Operations.
• Experience in outbound campaigns, lead management, SMS, Email, and digital engagement programs.
• Strong analytical and business planning capabilities.
• Proficiency in MIS reporting and performance management.

Key Competencies

• Strategic Thinking
• Leadership & Team Management
• Stakeholder & Vendor Management
• Communication & Presentation Skills
• Relationship Management
• Problem Solving & Decision Making
• Influencing & Negotiation Skills
• Customer Centricity

Preferred Background

Candidates from Life Insurance, BFSI, Banking, Online Sales, Contact Centers, BPO, Telemarketing, or Digital Distribution channels will be preferred.