Head of Telemarketing

4 weeks ago

กรงเทพมหานคร, Thailand AIG Full time

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial

and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through

a diversified, multichannel distribution network.

Your future team

AIG’s Digital and Direct Marketing (DDM) is a sales and distribution channel where we activate acquisition, cross sell, and up sell campaigns across Digital, Telemarketing and Partnerships with hybrid interactions and customer journeys across all three. DDM driving demand for all personal insurance products including Individual Accident & Health, Auto, Personal Property, Travel and Plus to deliver profitable growth.

Reporting to the Head DDM, Thailand your key role will include
- effective implementation of telemarketing strategy across various channels,
- work closely with DM Manager to ensure NPW and TARP Targets are met through effective sales and training management,
- ensure continual focus on sales management to ensure optimum productivity of Telesales agents and team leaders.

Your contribution at AIG

As a Leader, you are respected for your deep technical expertise and/or ability to oversee production, people, and processes. You balance the needs of multiple stakeholders, making sound decisions using data, analysis, experience, and judgment, along with a profit mindset. Ultimately, you take ownership for key outcomes.

Key Accountabilities:
Operations Management

Implement business strategies developed by DM and respective partners.

Ensure smooth operations of the call center.

Ensure resource planning is robust to meet the proposed business strategies.

Maintain an updated TM SOP and ensure an updated User guides on Application and Systems.

Sales and Channel Management

Develop and implement sales management tools and key performance indicators to ensure respective sales teams deliver optimum results.

Develop and implement structured training program across channels to ensure respective sales are skilled and knowledgeable to products, guidelines, company, and partner values.

Ensure that the respective teams are compliant to regulatory policies and guidelines.

Continue to refine and improve sales approach and models with the objective of improving productivity and quality of sales.

Lead and work closely with TM Deputy and Team Leaders to manage sales including training, coaching, guidance, and monitoring are effectively implemented.

Manage in-house, off-site, and outsourced provider to ensure these teams meet and exceed targets set.

Ensure conservation team continue to deliver value to the company through retention initiatives and improvement in persistency.

Program Management

Budget and plan yearly campaign launches to meet the goals and objectives as set by the management.

Work closely with DM, Operations, Finance and Customer Service teams for resource planning and campaign programs.

Conduct clear and timely campaign briefs for all functional units to ensure that any requests for resource needed for launches. Functional teams include Customer Service, Operations, Underwriting, IT, Finance and Claims.

Product Development

Work closed with DM and/or Underwriter to provide insights on feedback from the sales teams as well as what’s offered by competitors.

Be proactive and be a member in the Product Development Committee to participate and contribute to roundtable discussions.

Research and Development

Conduct competitors’ analysis with regular updates with regards to TM channel competencies, latest trends, etc.

What we are looking for:

- Bachelor’s Degree or Diploma.
- At least 5 years’ experience working in an insurance / financial institution.
- Telesales channel management experience preferred.
- Strong business acumen.
- Excellent interpersonal skills at various levels.
- Strong verbal and written communication skills.

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusi

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