Team Leader.Bancassurance - Mashreq Gold.Retail Banking Group

Job Title:

Team Leader – Insurance Telesales (Non-Life)

Location:

UAE – Mashreq Bank Premises

Reporting To:

Sales Head – Bancassurance / Area Sales manager – Non life Insurance

Job Purpose:

The Team Leader – Insurance Telesales will be responsible for overseeing and managing an on-floor telesales team engaged in selling Non-Life insurance products (Motor, Health, Home, and Travel) through a strategic partnership between Mashreq Bank and Aggregator in UAE.

The role will ensure effective execution of sales, renewals, endorsements, and post-sales service activities while ensuring compliance with Mashreq Bank policies, regulatory standards, and service quality benchmarks. The Team Leader will act as Mashreq Bank’s representative on the floor, providing transaction monitoring, performance management, and governance oversight for the outsourced team.

Key Responsibilities:

1. Team Supervision & Floor Management

• Lead, monitor, and manage day-to-day activities of the call centre team operating within Mashreq Bank premises.
• Ensure adherence to Mashreq Bank’s operational, conduct, and compliance standards by all third-party vendor staff.
• Maintain high levels of discipline, professionalism, and service quality on the sales floor.
• Act as the first point of escalation for operational, behavioral, and performance-related issues.

2. Sales & Business Performance Management

• Drive achievement of agreed sales targets across Non-Life insurance products, including new business, renewals, and cross-sell opportunities.
• Monitor call outcomes, conversion ratios, productivity metrics, and revenue performance.
• Provide daily, weekly, and monthly performance dashboards and MIS to Mashreq stakeholders.
• Identify performance gaps and recommend corrective actions to improve sales effectiveness.

3. Quality Assurance & Transaction Monitoring

• Perform regular call monitoring and transaction reviews to ensure accuracy, compliance, and customer fairness.
• Ensure sales scripts, disclosures, and consent processes comply with UAE regulatory standards and Mashreq policies.
• Conduct quality reviews for policy issuance, renewals, endorsements, and service requests.
• Coordinate with Mashreq compliance, risk, and internal audit teams as required.

4. Data Usage & Lead Management

• Ensure structured usage of Mashreq-provided BI-generated customer leads strictly as per predefined logic and authorized purposes.
• Monitor lead allocation, follow-ups, and closure efficiency.
• Ensure customer data confidentiality, security, and compliance with UAE data protection regulations.

5. Training & Coaching

• Support onboarding of new telesales staff in coordination with Partner/Aggregator and Mashreq stakeholders.
• Provide continuous coaching, motivation, and performance feedback to improve individual and team capability.
• Identify training needs and facilitate product, process, and compliance refreshers.

6. Customer Experience & Service Management

• Ensure timely handling of endorsements, renewals, and customer service requests.
• Oversee complaint routing and follow-up with insurance partners for resolution within defined SLAs.
• Act as an escalation point for critical customer complaints and service issues.
• Promote a customer-centric culture aligned with Mashreq Bank’s service standards.

7. Stakeholder Coordination

• Liaise closely with Partner/Aggregator management, insurance partners, and Mashreq internal teams to ensure smooth operations.
• Participate in performance reviews, governance meetings, and business reviews.
• Support continuous improvement initiatives to optimize processes and customer outcomes.

Qualifications & Experience:

• Bachelor’s Degree in Business, Commerce, Finance, or a related field.
• Minimum 6–8 years of experience in insurance telesales, bancassurance, or contact center operations.
• At least 2–3 years of people management or team leadership experience.
• Strong understanding of Non-Life insurance products (Motor, Health, Home, Travel).
• Experience working with third-party vendors or outsourced call centre models is highly preferred.
• UAE insurance market experience is strongly desirable.

Skills & Competencies:

• Strong leadership and on-floor people management skills.
• Proven ability to manage sales performance and quality metrics.
• High attention to compliance, governance, and risk controls.
• Excellent communication, coaching, and conflict-management skills.
• Analytical mindset with strong MIS and reporting capability.
• Ability to work in a fast-paced, target-driven environment.
• High ethical standards and customer-first mindset.

Key Performance Indicators (KPIs):

• Sales target achievement (new business & renewals)
• Quality and compliance scores
• Productivity & conversion ratios
• Complaint resolution TAT and customer satisfaction
• Team engagement and attrition metrics

Employment Type:

Full-time | On-site | External Hire