Team Leader Telesales (Motor Insurance) : Park+

Job Title

Team Leader Telesales (Motor Insurance)

Department

Team Managed

Location

Sales / Telesales

Telesales Executives and Sales Person (Post-Purchase KYC & Issuance)

Gurgaon

Employment Type

Industry

Full-time

Insurance / Motor Insurance Broking

1. Job Purpose The Team Leader Telesales will drive and manage the end-to-end telesales function for the motor insurance business, leading a team of telesales executives to achieve sales targets while ensuring a smooth, compliant, and customer-friendly policy issuance experience. The role also holds direct oversight of the Sales Person responsible for post-purchase KYC verification and policy issuance, ensuring that every sale converts into a fully compliant, issued policy with minimum turnaround time and zero customer escalation.

2. Key Responsibilities 2.1 Telesales Team Leadership & Target Management

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Lead, motivate, and manage a team of telesales executives selling motor insurance (private car, two-wheeler,

commercial vehicle) across new business and renewals.

Set daily, weekly, and monthly sales targets (calls, conversions, premium, policy count) and drive the team to achieve or exceed them.

Monitor individual and team performance through call/lead trackers, CRM dashboards, and daily MIS;

identify gaps and course-correct in real time.

Conduct daily briefings, huddles, and one-on-one reviews to track pipeline, address performance issues, and reinforce sales priorities.

Drive lead allocation and distribution logic to ensure fair distribution and maximum lead-to-conversion efficiency.

Design and run contests, incentive schemes, and recognition programs to sustain team motivation and productivity.

2.2 Product & Process Expertise Motor Insurance

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Maintain strong working knowledge of motor insurance products (comprehensive, third-party, own damage,

add-ons such as zero depreciation, engine protect, RSA, etc.), pricing, and insurer-specific policies.

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Ensure the team is up to date on IRDAI regulations, insurer guidelines, underwriting norms, and pricing changes affecting motor insurance sales.

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Handle escalations, complex customer queries, and objection handling for high-value or difficult cases.

Coordinate with insurer partners/underwriters on quotes, approvals, and exceptions where required.

2.3 Post-Purchase KYC & Issuance Oversight

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Directly manage and supervise the Sales Person responsible for post-purchase KYC collection, verification,





and policy issuance.

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Ensure every sold policy moves seamlessly from sale confirmation to KYC completion to final issuance within defined SLA/TAT (turnaround time).

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Review daily pending, in-progress, and completed KYC/issuance cases; drive closure of aged or stuck cases.

Ensure KYC documentation (PAN, Aadhaar/address proof, RC, previous policy, inspection where applicable)

is collected and verified in line with IRDAI/AML-KYC and insurer requirements.

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Coordinate with insurers/back-office/underwriting teams to resolve issuance discrepancies (RC mismatch,

inspection requirement, payment reconciliation, endorsement needs).

Monitor and reduce policy issuance rejections, delays, and customer drop-offs occurring in the post-sale journey.

Ensure the sales-to-issuance handoff is well documented and tracked, with clear ownership at every stage.

2.4 Compliance & Quality

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Ensure all telesales calls and KYC/issuance processes comply with IRDAI regulations, company policy, and data privacy/AML-KYC norms.

Conduct or coordinate call audits and quality checks (mis-selling checks, disclosure compliance, tone/script adherence).

Track and minimize customer complaints, mis-sale flags, and cancellations arising from the sales or issuance process.

Maintain audit-ready documentation for all sales and KYC records.

2.5 Reporting & MIS

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Prepare and present daily/weekly/monthly reports on sales performance, conversion funnels, KYC/issuance

TAT, and pending case aging to senior management.

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Analyze funnel drop-offs (lead sale KYC issuance) and recommend process improvements.

Maintain accurate CRM/system records for leads, sales, and issuance status.

2.6 Training, Coaching & People Management

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Onboard and train recent telesales executives and the KYC/issuance sales person on products, systems, scripts,

and compliance requirements.

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Conduct regular call listening, feedback sessions, and skill-building coaching to improve conversion and reduce errors.

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Manage team attendance, rosters, performance appraisals, and disciplinary matters in line with HR policy.





Build a culture of ownership, urgency, and customer-centricity across both sales and post-sale functions.

- Sales Person Post-Purchase KYC & Issuance (Managed by this role)

The TL will directly supervise this position. Its core responsibilities include:

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Contacting customers post-sale to collect and verify KYC documents required for policy issuance.

Validating documents for accuracy and completeness as per insurer and regulatory checklists.

Coordinating with insurers/back-office for policy issuance, addressing queries or additional requirements

(e.g., vehicle inspection, RC updation, previous policy proof).

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Following up proactively with customers to close pending KYC within defined TAT.

Updating the CRM/system with real-time KYC and issuance status.

Escalating unresolved documentation or issuance issues to the TL promptly.

Ensuring a smooth, professional post-purchase experience that minimizes cancellations and complaints.

- Key Result Areas (KRAs) / KPIs

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Team sales achievement vs. target (premium and policy count).

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Lead-to-conversion ratio and call productivity.

KYC completion rate and average TAT from sale to issuance.

Policy issuance success rate and rejection/escalation rate.

Customer complaints, mis-sale instances, and policy cancellations.

Team attrition, attendance, and quality audit scores.

- Required Skills & Competencies

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Strong people management and team leadership skills, with proven experience managing telesales/telecalling teams.

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Sound knowledge of motor insurance products, underwriting basics, and IRDAI regulatory requirements.

Working knowledge of KYC/AML norms and policy issuance workflows in insurance.

Data-driven approach comfortable reading MIS, dashboards, and funnel reports to drive decisions.

Strong communication, coaching, and conflict-resolution skills.

Ability to multitask across sales delivery and post-sale operations under time pressure.

Proficiency with CRM/telecalling systems and MS Excel/Google Sheets.

- Qualifications & Experience

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Graduate in any discipline;

36 years of experience in telesales/insurance sales, with at least 12 years in a team leader/supervisory role.

Prior experience in motor insurance, general insurance, or insurance broking strongly preferred.

Exposure to post-sale operations (KYC, policy issuance, back-office coordination) is a plus.

📌 Telesales Team Lead (Delhi)
🏢 Parviom Technologies
📍 Delhi