Associate Director/ Director - Sales Training

Why This Role Exists
ACKO has always believed that sales is not about persuasion at any cost, it is about consultation with clarity. Our philosophy is simple: customers should buy because they understand, not because they were pushed. In insurance a product is built on trust, long-term protection, and risk awareness; How we sell is as important as what we sell. We take pride in being transparent, non-pushy, and value-driven. As we scale, protecting this philosophy is not optional; it is foundational to our brand.
At the same time, the world of customer experience is being fundamentally reshaped by AI. Customers now enter conversations informed. They compare plans in seconds. AI can recommend products, optimize pricing, and surface next-best actions. Increasingly, both assisted and unassisted journeys are AI-enabled. In this new environment, information is no longer the differentiator, judgement is. The role of the human agent must evolve from explainer to interpreter, from seller to advisor. If left unmanaged, assisted sales environments naturally drift toward script dependency, target urgency, and performance variance across teams. That drift risks diluting both customer trust and our brand promise.
This role exists to intentionally design the future of human selling at ACKO in an AI-native model. It ensures that the assisted channel reflects the same clarity, intelligence, and customer-first intent as our app and website journeys. It institutionalizes consultative behaviours, builds structured coaching capability on the floor, and creates feedback loops between frontline realities and AI product design. In doing so, it safeguards our philosophy at scale.
The mandate is not just to improve sales metrics it is to build a system where conversion and trust improve together.
Role Mandate
To design and institutionalize a consultative, AI-enabled assisted sales system that drives consistent, high-trust customer conversations while improving conversion, quality, and long-term customer value.
This role operates at the intersection of Sales, Product, Training, Quality, and Operations ensuring that human-assisted sales evolves in step with AI-led customer journeys and remains aligned to ACKOs sales philosophy.
Key Responsibilities

• 1. Architect the Consultative Sales Framework
  

Define and standardise the ideal assisted sales conversation model aligned to ACKOs brand philosophy
Codify best practices in discovery, objection handling, coverage explanation, and trust-building
Develop scalable playbooks that reduce performance variance across teams
Institutionalise what good looks like beyond metrics in behaviour and judgement

• Drive Behaviour-Led Coaching Excellence
  

Partner with Team Leaders to strengthen structured coaching capability
Design coaching frameworks rooted in behavioural diagnosis, not just metric gaps
Conduct selective high-impact interventions for critical performance segments
Track behavioural shifts and link them to measurable performance outcomes

• Shape AI-Assisted Sales Enablement
  

Partner with Product Managers to design AI nudges, prompts, and conversation intelligence tools grounded in real floor behaviour
Translate agent friction, objection patterns, and call insights into product inputs
Ensure AI enhances consultative judgement rather than encouraging mechanical selling
Create feedback loops between floor experience and AI product evolution

• Generate Performance & Pattern Intelligence
  

Analyse Performance Dashboards And Call Insights To Identify
What differentiates top performers
Where trust or clarity breaks down
Lifecycle performance patterns (ramp to maturity)
Provide structured insights to Training, Hiring, Quality, and Ops
Help define the assisted sales success profile influencing hiring and onboarding

• Cross-Functional Insights & Collaboration
  

Route targeted insights to the Quality Audit team, highlighting specific coaching needs, calibration opportunities, or systemic quality issues
Collaborate with the Training team to provide feedback on program effectiveness and recommend curriculum enhancements based on floor observations
Partner with the Hiring team to define candidate requirements, competency models, and success profiles based on floor performance data and agent lifecycle analysis
Present regular insights reports to leadership on performance trends, coaching interventions, and recommended strategic actions

• Continuous Improvement & Knowledge Management

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Document proven coaching techniques, conversation scripts, and resolution playbooks for knowledge sharing
Stay updated on industry best practices in sales coaching, contact center operations, and performance management
Continuously refine coaching methodologies based on agent feedback and outcome data
Identify And Document
Winning conversation patterns
High-performing call structures
Effective objection-handling approaches
Help build playbooks and best practices that can be scaled across teams.
Success Metrics (612 Months)
Measurable improvement in assisted channel conversion without compromise on quality or complaints
Reduced performance variance across cohorts
Faster ramp-up for new agents
Improved consistency in consultative behaviours
Strong feedback loop between Product (AI enablement) and floor execution
Institutionalised assisted sales playbook adopted across teams
Ideal Profile
8+ years in sales transformation, revenue enablement, performance coaching, or contact center operations
Deep understanding of consultative selling and behaviour change
Strong analytical capability with comfort working with dashboards and conversation intelligence tools
Ability to influence cross-functional stakeholders without formal authority
Systems thinker who can design scalable frameworks, not just deliver training
This role is not a trainer. It is a capability architect responsible for designing how humans sell in an AI-native insurance company.