About the role
Key Result Areas * Supporting Actions*
Drive Team Performance & Sales Productivity
- Conduct daily huddles to communicate targets and priorities.
- Monitor individual and team KPIs such as sales, conversions, productivity, and adherence.
- Coach team leaders and agents to improve performance and achieve business goals.
- Implement action plans to address performance gaps.
Ensure Operational Excellence & Customer Experience
Monitor call quality, service levels, and operational metrics.
- Resolve customer escalations in a timely and professional manner.
- Ensure adherence to SOPs, quality standards, and turnaround times.
- Drive process improvements to enhance operational efficiency and customer satisfaction.
Develop Team Capability & Engagement
- Identify training and development needs through performance reviews.
- Conduct regular coaching sessions and provide constructive feedback.
- Recognize and reward high performers to boost motivation.
- Foster a collaborative, positive, and high-performance work environment through engagement initiatives.
Ensure Compliance & Performance Reporting
- Ensure compliance with insurance regulations, company policies, and internal controls.
- Monitor adherence to process and regulatory requirements.
- Analyze operational and sales performance trends using MIS reports.
- Share insights and recommendations with management to drive continuous improvement.
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Questions, answered
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Yes. This role at Aditya Birla Health Insurance Company Limited was screened before publishing – we confirmed the employer before listing it.
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