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Job Description
About the Role:
As an Assistant Manager - Operations (Sales), you will play a critical role in driving B2C sales operations while ensuring process efficiency, SLA adherence, and high levels of customer and employee satisfaction. You will manage a team of 50+ associates and team leaders, optimize sales performance, and work closely with internal stakeholders and clients to achieve business objectives.
This role demands strong sales acumen, people leadership, operational discipline, and the ability to thrive in a fast-paced contact center environment.
Key Responsibilities:
Sales & Operations Management:
- Manage day-to-day B2C outbound sales operations to ensure achievement of revenue and productivity targets.
- Drive sales across insurance products including Health, Motor, and Life Insurance.
- Ensure adherence to SLAs, quality benchmarks, compliance guidelines, and audit requirements.
- Monitor operational metrics such as conversion, productivity, absenteeism, and attrition.
Team Leadership & Performance Management:
- Lead and manage a team of 4050+ sales associates, including Team Leaders reporting directly to you.
- Conduct regular performance reviews, calibration sessions, and coaching interventions.
- Plan manpower allocation, shift schedules, and attendance to maximize operational efficiency.
Client & Stakeholder Management:
- Build and maintain strong relationships with clients and internal stakeholders.
- Conduct weekly and monthly business review meetings with clients to share performance updates and action plans.
- Ensure timely resolution of client escalations and audit observations.
Process Improvement & Compliance:
- Identify gaps in processes and drive continuous improvement initiatives.
- Ensure documentation, reporting accuracy, and compliance with internal and external audits.
- Implement best practices to improve sales effectiveness, customer experience, and employee engagement.
Desired Skills & Experience:
- 5-8 years of overall experience in B2C outbound telesales operations.
- Proven experience managing a team of 4050+ associates in a contact center environment.
- Strong background in insurance telesales (Health, Motor, or Life Insurance preferred).
- Demonstrated ability to drive sales targets, manage performance metrics, and improve conversion ratios.
- Strong people management skills with experience in coaching, mentoring, and performance calibration.
- Excellent reporting, MIS, and stakeholder communication skills.
- Ability to work under pressure, manage multiple priorities, and deliver consistent results.
- High level of integrity, ownership mindset, and action orientation.
What We Offer:
- Competitive fixed pay with attractive performance-based incentives
- Clear career progression and endless growth opportunities
- Group Medical Coverage (GMC)
- Group Personal Accident Insurance
- Gratuity
- Wellness and employee engagement programs
- Opportunities to contribute to CSR initiatives
- Continuous learning and talent enhancement programs
- Childcare facility
- Tax-saving flexible benefits
Skills
OperationsOperations ManagementOperational EfficiencyOperations ManagerIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
We stay awake and alive because Insurance helps families in financial distress, during the times of death, disability, disease, and accidents, and when families need help most. One incident can destroy a family’s future and development. We hope no one ever faces such a situation, but the truth is millions of people do. Unlike European countries we have poor social security. The rich can still recover from the financial loss, but the poor cannot recover from such a loss easily. Thus we believe we do a noble act by building awareness about such a product. We are against miss selling. Millions of people every year buy Insurance policies without understanding as they are usually told just a few things to sell the product. Many times these are lies or half-truths; as such commitments are rarely documented or recorded. Thus customers start hating insurance and its sellers hurting persistency and growth. This is no way to build a sustainable business. We believe everyone must fully understand what they are buying, and know both the positives and the negatives. They should know the options, and choose what is best for them and their needs. The true value of any insurance policy lies in the payment of a claim, and we will fight the corner of a customer very hard indeed, at the point of claim, and ensure he gets a fair deal from the insurance company. Finally we believe companies must make a profit too, else how can they continue to service customers. Thus we are against customer side fraud. We like customers to make truthful declarations, and not try to cheat the system. All in all, Insurance has a huge role in supporting families in distress, and we will make it viable for every participant, as we said, fairly, transparently, and sustainably.
Important dates & deadlines?
Application Deadline
22 Jun 26, 03:03 PM IST
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Policybazaar - Assistant Operations Manager
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