Chief Manager-Ecommerce - #957083

Max Financial Services


Date: 1 week ago
City: Gurgaon, Haryana
Contract type: Full time

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About Max Life Insurance:

Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group, an Indian multi business corporation.

Max Life offers comprehensive protection and long-term savings life insurance solutions, through its multichannel distribution including agency and third party distribution partners. Max Life has built its

operations over almost two decades through need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital.

As per public disclosures, during the financial year 2019-20, Max Life achieved gross written premium of Rs. 16,184 crore. As on 31st March 2020, the Company had Rs. 68,471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913,660 crore.

For more information, please visit the Company's website at

We Stand for:

Caring

A compassionate leader who demonstrates appreciation for diversity in thoughts and approach towards people as well initiatives, eliminates biases to promote meritocracy. A coach who inspires people to excel and sets a culture of high performance.

Collaboration

A boundary-less leader who is capable of identifying & leveraging expertise of team members for superlative outcomes, thus, delivers to the organization's ask. A leader who addresses challenges with a solution oriented approach to create win-win partnerships within & outside teams through inspired cooperation and teamwork.

Customer Obession

A leader who embodies Customer and keeps him at the core of all deliverables. Proactively anticipate customer needs and implement strategies to provide best in class customer experience.

Growth Mindset

An ambitious leader who can sponsor game changing ideas and rally the team to turn them into a reality. A leader who challenges the status quo, takes bold & creative actions to manage complex issues & achieve high impact goals by pushing self and others and raise the bar on performance.

People Leadership

A people's leader who inspires their teams to stretch themselves and achieve their true potential. A leader who create leaders by coaching, empowering & motivating them to deliver superior business outcomes.


Max Life Insurance is an Equal Opportunity Employer and promotes inclusion and diversity.

Job Description

Position

Sales Lead, Savings Business

Incumbent

New Position

Department

Digital Marketing & E-commerce

Function

Ecommerce

Reporting to

Head - Direct Sales

Band

4A/4B

Location

Gurugram

Team size (D/I)

1-2 On Roll + 150 Off roles

JOB SUMMARY

Incumbent in this role will be responsible to for managing direct online channel sales (a 125 cr. business line) through a call center vendor (Leads from Paid, Brand and Organic Search leads). The candidate would work closely with the call center vendor team on grounds to improve efficiency and grow digital sales. Candidate should be familiar with the Life Insurance industry and should have team building skill set. S/he would work with cross functional team within & outside organization (Digital Marketing, IT, Ops, U/W and majorly with vendors managing call center for the process). Candidate will be Single point of contact for outsourced vendor for managing day to day activities and defining strategies for scaling up this line of business.

Additionally, candidate should be capable to gather requirement data with reasonable data crunching skillset to create insightful dashboards for appropriate tracking & process improvement actions / solutions. He shall be a good time manager & team player with ability to deliver under aggressive timelines. The candidate in the role should be able to make necessary presentations to management and should keep the learning curve of the team under him high providing opportunity for them to learn and grow with Max Life.

KEY RESPONSIBILITIES:

  1. Responsible for planning, developing and managing the overall call-center sales strategy
  2. Responsible for resource & incentive planning. Performance monitoring & reporting of the overall call-center input metric efficiency along with task list creation for improvement
  3. Daily sales trackers & lead the weekly review with partner's other stakeholders
  4. Collaborate across Document Collection, UW, Medical Process, Tel-Medical Process, Technology functions, Digital Marketing team to create an easy and seamless experience for Customers.
  5. Identify strategies to impact conversion & grow case size.
  6. Drive profitable product mix through product briefing, trainings & incentive structure.
  7. Ensure SLA through partners are met and all input matrices are green.
  8. Call center Audit rating of 2.
  9. Comfortable with data analytics & has ability to create actionable insights powering business outcomes for continuous process improvement
  10. Identify bottlenecks and offer solutions to vendor for improvement
  11. Build relationships and rapport with vendor and cross functional team to ensure no impediments
  12. Ensure adherence to the DM guidelines and compliance at call center
  13. Maintain data for annual internal and external audits

MINIMUM EDUCATION, EXPERIENCE & ELIGIBILITY:

  • Graduation 10+ years of work experience with minimum 5 years in Life Insurance domain / Process
  • Partnership management skills
  • Sound understanding of Operational & UW related processes
  • Good Verbal & Written Communication Skills
  • Should have handled managerial role for minimum 3 years

MEASURE OF SUCCESS

  1. Business scale up from 75 Cr to 125 Cr in year 1
  2. Desirable product mix delivery along with existing sales projects
  3. Management of health metrics (Issuance, cancellations, FLC, NPS)
  4. 100% adherence of call center input metrics & consistent improvement
  5. Conversion, case Size & productivity improvement
  6. Effective weekly reviews with partner to improve sales. Presentations to Channel & Function head.
  7. Insightful analysis & solutions to support business outcomes
  8. Green in audit rating

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