Head, Telesales at Prudential Zenith Life Insurance

• Key Responsibilities:
• Set up and oversee the endtoend telesales operation, including outbound sales, upsell crosssell, renewals, and orphan policy management. ranslate the approved telesales strategy into dear 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 perforrnance 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, followups, 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 perform-lance interventions, and Optimization initiatives.
• Support implementation phases induding launch, optimization, and scaleup of the telesales channel.
• Own risk mitigation actions relating to data privacy, compliance, conversion underperformance and channel conflict

Qualifications

• Minimum of a first degree (BSc) 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.
• Handson experience working with CRM systems, call monitoring tools, and performance dashboards

Skills & 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 Manager-nent (CRM) systems