Head, Telesales at Prudential Plc

Key Responsibilities:

• Set up and oversee the end‑to‑end telesales operation, including outbound sales, upsell, cross‑sell, renewals, and orphan policy management.
• Translate the approved telesales strategy into clear operating plans, targets, and KPIs aligned with APE, GWP, conversion rate, persistency, and call quality metrics.
• Lead, coach, and manage the telesales team, ensuring productivity targets (calls, leads, conversions) are consistently met.
• Monitor daily, weekly, and monthly performance dashboards and provide structured performance reports showing recommendations and strategies to improve performance of the team.
• Own telesales scripts, call flows, objection handling frameworks, and continuous improvement of sales effectiveness.
• Ensure accurate and timely CRM updates, lead tracking, follow‑ups, and reporting across all telesales activities.
• Manage customer experience and reputational risk by enforcing call quality standards, and ethical sales practices.
• Drive continuous improvement through coaching, call reviews, performance interventions, and optimization initiatives.
• Support implementation phases including launch, optimization, and scale‑up of the telesales channel.
• Own risk mitigation actions relating to data privacy, compliance, conversion underperformance, and channel conflict.

Key Requirements:

Qualifications:

• Minimum of a first degree (B.Sc.) in marketing, business management or related discipline (at least a grade of 2.2 – second class lower)
• Certified Sales Professional (CSP) accreditation or Certified Telesales Executive (CTE) is desirable
• Relevant professional certifications in Sales, Marketing, or Customer Experience will be an added advantage.

Experience:

• Minimum of 5 years’ experience in sales, or customer acquisition roles.
• At least 3 years in a leadership or managerial role, preferably overseeing telesales, call center, digital sales, or outbound sales teams.
• Proven experience in insurance, financial services, banking, or a regulated sales environment is strongly preferred.
• Demonstrated experience managing KPIs, sales targets, productivity metrics, and performance improvement plans.
• Hands‑on experience working with CRM systems, call monitoring tools, and performance dashboards

Skills and Competencies:

• Good knowledge of the art of selling via telephoning and related channels (inbound and outbound sales operations).
• Excellent interpersonal and customer service skills.
• Excellent coaching, communication, and stakeholder management skills.
• Commercial awareness and business acumen
• Strong supervisory and leadership skills with proven ability to motivate self and others.
• Good understanding of team dynamics, ability to coordinate and achieve high performing teams.
• Excellent organizational skills and attention to detail.
• Good report writing skills and ability to effectively multitask.
• Proficient with Microsoft Office Suite and Customer Relationship Management (CRM) systems