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Deputy Manager - Online Sales

Navi Mumbai, MH
Job Code:
100,000 To 620,000 Monthly
  • Banking & Finance
  • Insurance
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Job Details

Role Online sales operations and customer experience.Responsible for the overall direction of all online sales operations including Project management with various stakeholders including marketing, call center,operations. Tracking conversion of lead to issuance Track operations and fulfilment related aspects for online sales verticalTracking policy Issuance and Underwriting of business Customer Management through the funnelCoordinating with Business partners -( Aggregator, TPA, Call center, Paymentgateway aggregator) Preparing online sales review deck, chairman MIS etc.Measure of Success of the job includes-o Meeting paid forecast of channelo conversion of opening WIP/Fresh appliedo leakage and end to end TATo Tracking call center metrics on abandon, call back , click to call and FCR,manage email response timelines. KEY RESPONSIBILITIES1. Lead Management and conversion Track the tele sales/click to call assistance for online customers Achieve conversion targets on lead to payment and payment to issuanceMeet and maximize auto debit renewal optionProactively take measures to reduce dropouts across all stages in the funnel basedon analytics and customer feedback.Devise compensation models which will support high lead conversions 2. Operational issues related to online sales operations Establish, document and communicate service standards to all concerned stakeholdersEstablish a mechanism for timely and comprehensive resolution of customer queriesand issues.Ensure operational readiness pre launch and scale up based on business volumes.Ensure co-ordination between various cross functional stakeholders to maintainsmooth functioning of the channel.Contribute to business requirements and testing to upgrade interface or processesand fix defects. (with partners and internal systems)Timely dissemination of MIS , Dashboards and reports Look at the partner payouts and other issues in administration with the partners.3. Customer Experience ManagementTrack the customer journey on our website and on regular intervals compare it withcustomer journeys of competitors.Continuously improve the content on the platform to better retain and engage thecustomerDevelop a robust system to track and handhold the customer through the lifecyclefrom lead to policy issuance.Track and process enquiries and requests within agreed timelines.Proactive communication at all touch points and redesigning content to make itrelevant Manage incoming queries specific to the channel on email Maximise customer satisfaction with online purchase experience and instil trust.Address escalations immediately including the root cause 4. Improving the process --Policy Issuance, Underwriting and medical management Publish SLAs for online sales,( TAT& Accuracy)Ensure complete documentation at all stages is collected and communicated to thecustomer transparently and at one goConstantly look for opportunities and innovation to simplify online customerexperience. Monitor leakage and bring in systemic guideline changes to reduce the sameReduce drop offs in payment processingCoordinate with ops to set up SIs for Renewal collectionsEnsure compliance sign offs on the final processes and subsequent modificationsMaximise conversion of opening WIP and new applied to meet channel paid forecastAdapt to changing business dynamics to ensure scale up of servicing locations 5. Product training, tele-calling scripts and campaign content Prepare product training content for call center Training deck, tele-calling scripts,objection handling, key points to tell customer during the customer journey Prepare content (SMS,email etc) for online campaigns and online customer journey.Ensure that the content is approved by L&C. Take inputs from marketing and productteam.Train the call centre staff on ongoing basis.Create new pitches and training programfor them. 6. Control and compliance Document and ensure compliance of all SOPsAdhere to all regulatory requirementsReport all complications and exceptionsEnsure no exceptions in audit Adherence to distance marketing guidelinesMINIMUM EDUCATION Graduate preferably with an MBA MINIMUM/SPECIFIC EXPERIENCE 1-5 years of experience. Hands on experience of Lead management and online customerengagement Analytical, management and planning skills Comprehensive knowledge of operations Good team skills Customer orientation Process orientation
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 1-5


Blended Process - Domestic BPO Type | Non-Voice Process - Domestic BPO Type | Telemarketing | Other Banking/Insurance
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