Role Purpose:

Responsible for the budget targets and strategy execution of the Consumer Lines business and to design, implement, and manage a fully functional telesales business unit that is focused on strong retention of existing customers, continuously converts a large customer database into qualified leads and closed sales, and adding new leads to the database, through structured processes, data-driven automation, and an empowered telesales team.

Key Responsibilities

1. Business Unit Setup

• Establish the telesales division structure, staffing, and performance framework.
• Develop operational workflows covering data intake, qualification, lead management, and sales conversion.
• Define and implement KPIs and dashboards to measure conversion, productivity, and ROI.

2. Data & Lead Management

• Build a continuous data funnel: develop partnerships and campaigns to acquire fresh data daily.
• Supervise data cleaning, enrichment, and qualification processes through lead generation agents.
• Implement systems to automate lead tracking and scheduling based on renewal dates and expiry patterns.

3. Lead Generation & Automation

• Manage lead generation agents responsible for outbound calls to validate customer information and qualify prospects.
• Design and oversee the automation of lead scoring, segmentation, and pipeline movement.
• Ensure compliance with PDPL and data privacy regulations in all data handling and outreach activities.

4. Telesales Operations

• Develop call scripts, objection-handling frameworks, and sales sequences tailored for motor insurance customers.
• Manage telesales agents who contact qualified leads based on policy renewal cycles to close sales.
• Annual training program for the Telesales team
• Drive performance through coaching, daily huddles, and continuous improvement of talk tracks and sales playbooks.

5. Performance & Reporting

• Analyze conversion metrics, agent productivity, and campaign effectiveness.
• Generate performance reports and actionable insights for management.
• Recommend process or technology improvements to increase efficiency and customer satisfaction.

Candidate Profile

Education:

• Bachelor’s degree in Business Administration, Marketing, Insurance, or a related field.
• Certification in telesales management or CRM systems (preferred).

Experience:

• Minimum 5–7 years of experience in telesales management within insurance or financial services.
• Proven track record of setting up or managing a telesales operation for motor insurance or related personal lines.
• Strong understanding of lead generation, CRM automation, data funnels, and outbound telesales processes.

Skills & Competencies:

• Excellent leadership and team development skills.
• Strong knowledge of CRM and telesales systems (e.g., HubSpot, Zoho, Salesforce, custom solutions, etc).
• Analytical mindset with experience using dashboards, metrics, and performance tools.
• Fluent in English. Arabic is an advantage.
• Strong communication, motivational, and coaching skills.

KPIs / Success Metrics

• Growth in qualified lead volume.
• Lead-to-sale conversion rate.
• Cost per acquisition.
• Agent productivity (calls per day, talk time, conversion).
• Database growth and renewal retention rates.