Deputy Vice President – Contact Center - Mumbai (Goregaon East)

Position Summary: Contact Centre Head will be responsible for overseeing and managing all aspects of the Life Insurance contact centre operations. This includes managing inbound toll-free teams, revenue generation calling processes, outbound service calling processes such as verification calls, medical fixing, and persistency management. Role will also be responsible for volume management, vendor and partner relationships, as well as customer experience metrics like NPS (Net Promoter Score). Key Responsibilities: Leadership and Management: Lead and manage the contact centre teams, ensuring the smooth operation of all processes including inbound, outbound, revenue generation, verification calls, and service calls. Set strategic goals and KPIs for the contact centre, ensuring alignment with company objectives. Build, lead, and mentor a high-performance team, providing direction and guidance to department leads and managers. Ensure adequate resource planning and team management to handle the volume of calls effectively. Inbound Toll-Free & Revenue Generation Processes: Oversee inbound toll-free teams to ensure prompt, efficient, and high-quality customer service. Develop strategies to drive revenue generation to the tune of 200 crores annually through various outcalling processes, ensuring team members are well-trained and motivated to meet revenue targets. Monitor call quality, sales performance, and overall team productivity to identify improvement areas. Outbound Service Calling Processes: Manage and optimize outbound service calling processes such as verification calls, medical fixing, and persistency efforts to enhance customer retention. Ensure compliance with regulatory requirements and company policies during these processes. Implement strategies to improve conversion rates, persistency ratios, and customer satisfaction through outbound engagements. Volume Management: Implement robust volume forecasting and real-time management systems to handle high call volumes. Ensure effective call routing, prioritization, and staffing strategies to meet service level targets. Regularly analyze operational data to identify trends and adjust resource allocation accordingly. Vendor & Partner Relations: Manage relationships with key external vendors and partners to ensure seamless service delivery and cost-effective operations. Collaborate with vendors to optimize performance, ensure compliance with service level agreements (SLAs), and troubleshoot operational challenges. Negotiate and manage contracts and agreements with external service providers. Customer Experience & NPS: Own and drive the customer experience strategy across all contact centre functions. Work with teams to improve NPS scores by identifying customer pain points and implementing solutions that enhance the customer experience. Develop strategies to handle escalations and resolve issues effectively while maintaining positive relationships with customers. Reporting & Analytics: Regularly analyze key performance metrics, customer feedback, and operational data to provide insights for improvement. Develop and present performance reports to senior management, highlighting key successes, challenges, and recommendations for strategic improvements. Track and report on KPIs such as customer satisfaction, NPS, service levels, revenue generation, and process efficiency. Qualifications: Education: Bachelor’s degree in Business Administration, Operations Management, or a related field. MBA or relevant higher degree preferred. Experience: Minimum 15 years of experience in managing contact centre operations, with at least 5 years in a senior leadership role. Strong background in managing inbound toll-free operations, revenue generation calling processes, and outbound service calling in the Life Insurance industry or a similar financial services industry. Proven experience in vendor management, partner relationships, and volume management. Expertise in customer experience management, with a strong focus on improving NPS and customer satisfaction. Skills: Excellent leadership and team-building skills. Strong understanding of operational metrics, KPIs, and contact centre technologies. Ability to manage cross-functional teams, build effective partnerships, and collaborate with senior management. Proficient in data analysis and reporting, with a focus on continuous improvement. Outstanding communication, negotiation, and problem-solving skills. Knowledge of regulatory requirements within the life insurance industry. Key Competencies: Leadership & People Management Customer-Centric Mindset Strategic Thinking & Planning Operational Excellence Financial Acumen & Budget Management Analytical & Data-Driven Decision Making Vendor & Partner Relationship Management Process Optimization & Innovation Regulatory Compliance This position offers an exciting opportunity to drive operational excellence and lead a dynamic, customer-focused team at a leading life insurance company. The ideal candidate will have a passion for optimizing customer service operations, enhancing revenue generation, and managing complex vendor and partner ecosystems to deliver superior service and business results.