Assistant Manager / Deputy Manager – Call Centre Operations (Life Insurance)

About the Role
We are hiring an Assistant Manager / Deputy Manager to lead inbound and outbound call centre operations for our life insurance business. You will drive team performance, service excellence and regulatory compliance across the policy lifecycle.

Key Responsibilities

- Manage daily inbound/outbound operations for life insurance customers: policy servicing, premium renewals and persistency, revival of lapsed policies, claims intimation support, maturity/survival benefit queries, fund value and NAV queries (ULIPs), and new business/sales calling.
- Achieve SLA and KPI targets: Service Level, AHT, Quality, CSAT, Conversion, Persistency and Attendance.
- Handle escalations, including IRDAI/Ombudsman-linked complaints, within regulatory TATs.
- Ensure compliance with IRDAI guidelines, mis-selling prevention, DNC/TRAI norms, KYC and free-look period rules.
- Lead, coach and mentor Team Leaders and CSRs; run performance reviews, onboarding, training and retention initiatives.




- Prepare daily/weekly/monthly MIS and dashboards; recommend process improvements and support automation.
- Coordinate with Quality, Training, Compliance, Claims, Operations and Sales teams.

Eligibility

- Graduate in any discipline (MBA preferred).
- 4–8 years in call centre operations, with minimum 2–3 years as Team Leader / Assistant Manager / Deputy Manager.
- Mandatory: hands-on experience in Life Insurance contact centre operations (servicing, renewals/collections, revival, retention or sales). Candidates without life insurance experience (including general/health/motor insurance only, or other BFSI) need not apply.

Key Skills
Life insurance process knowledge (traditional, ULIP, term, annuity), persistency management, team leadership, quality and compliance monitoring, workforce management, MIS and data analysis, escalation handling, strong communication.

KPIs
Service Level | CSAT | Quality Score | Persistency | Conversion

Pay: ₹35,000.00 - ₹50,000.00 per month

Perks:

- Provident Fund

Work Location: In person

📌 AM / DM – Call Centre Operations (Life Insurance) (Noida)
🏢 Global Edge Elite
📍 Noida