Role Purpose:

Responsible for the budget targets and strategy execution of the Consumer Lines business and to design, implement, and manage a fully functional telesales business unit that is focused on strong retention of existing customers, continuously converts a large customer database into qualified leads and closed sales, and adding new leads to the database, through structured processes, data-driven automation, and an empowered telesales team.

Key Responsibilities

1. Business Unit Setup

• Establish the telesales division structure, staffing, and performance framework.


• Develop operational workflows covering data intake, qualification, lead management, and sales conversion.


• Define and implement KPIs and dashboards to measure conversion, productivity, and ROI.

2. Data & Lead Management

• Build a continuous data funnel: develop partnerships and campaigns to acquire fresh data daily.


• Supervise data cleaning, enrichment, and qualification processes through lead generation agents.


• Implement systems to automate lead tracking and scheduling based on renewal dates and expiry patterns.

3. Lead Generation & Automation

• Manage lead generation agents responsible for outbound calls to validate customer information and qualify prospects.


• Design and oversee the automation of lead scoring, segmentation, and pipeline movement.


• Ensure compliance with PDPL and data privacy regulations in all data handling and outreach activities.

4. Telesales Operations

• Develop call scripts, objection-handling frameworks, and sales sequences tailored for motor insurance customers.


• Manage telesales agents who contact qualified leads based on policy renewal cycles to close sales.


• Annual training program for the Telesales team


• Drive performance through coaching, daily huddles, and continuous improvement of talk tracks and sales playbooks.

5. Performance & Reporting

• Analyze conversion metrics, agent productivity, and campaign effectiveness.


• Generate performance reports and actionable insights for management.


• Recommend process or technology improvements to increase efficiency and customer satisfaction.

Candidate Profile

Education:

• Bachelor's degree in Business Administration, Marketing, Insurance, or a related field.


• Certification in telesales management or CRM systems (preferred).

Experience:

• Minimum 5-7 years of experience in telesales management within insurance or financial services.


• Proven track record of setting up or managing a telesales operation for motor insurance or related personal lines.


• Strong understanding of lead generation, CRM automation, data funnels, and outbound telesales processes.

Skills & Competencies:

• Excellent leadership and team development skills.


• Strong knowledge of CRM and telesales systems (e.g., HubSpot, Zoho, Salesforce, custom solutions, etc).


• Analytical mindset with experience using dashboards, metrics, and performance tools.


• Fluent in English. Arabic is an advantage.


• Strong communication, motivational, and coaching skills.

KPIs / Success Metrics

• Growth in qualified lead volume.


• Lead-to-sale conversion rate.


• Cost per acquisition.


• Agent productivity (calls per day, talk time, conversion).


• Database growth and renewal retention rates.