Sr. Manager CRM & Dialer Management

Position: Sr. Manager - Renewals (CRM & Dialer Management)
Job Summary:

We are seeking a highly skilled and experienced Senior Manager for Owning and optimizing the technology-enabled operations stack powering customer outreach and seller productivity across Life Insurance distribution channels. Lead end-to-end delivery and governance of dialer/CTI, CRM, and seller enablement platforms, ensuring seamless integrations, strong process controls, regulatory compliance, and measurable business outcomes (renewals, collections, cross-sell/up-sell, and NPS).

Key Responsibilities

Dialer & CTI Operations

- Own the strategy, configuration, and daily performance of predictive/preview/progressive dialers, IVR, ACD, CTI integrations, and call routing frameworks.
- Design and maintain campaign frameworks for renewals, lapse revival, win-back, and service calls; optimize contact strategies (time-of-day, pacing, retries, segmentation).
- Define and monitor dialer KPIs: contact rate, RPC, AHT, wrap time, occupancy, abandonment, SLA adherence, conversion, and cost per contact.
- Govern TRAI DND/NDNC compliance, call recording retention, consent capture, CLI masking, calling window controls, and QA scorecards.
- Coordinate incident response and capacity scaling with IT, Network, and Vendor teams; drive redundancy/BCP for telephony and SIP/VoIP stacks.

CRM Integrations & Data Flow

- Lead integrations between CRM (e.g., Salesforce, MS Dynamics), dialer, core policy administration, collections, and analytics systems via APIs/webhooks/middleware.
- Own lead/record lifecycle: sourcing, de-duplication, assignment, dispositioning, and feedback loops to ensure single source of truth and auditability.
- Standardize disposition trees, agent workflows, and automation (RPA/low-code) to reduce AHT and increase first-time-right.
- Partner with Data/Analytics to build dashboards (conversion, renewal recovery, seller funnel, campaign ROI, cohort performance) and early-warning alerts.

Seller Enablement Apps/Portals

- Product-owner mindset for agent/POSP/banca enablement apps and portals: onboarding, digital KYC, lead inbox, drop-off recovery, quote/illustrations, need analysis, e proposal, payment links, tele assistance, and renewal tools.
- Drive adoption, usability, and performance: release roadmaps, A/B tests, in-app nudges, training content, and VOC loops.
- Ensure integrations with LMS, commission/settlement, policy admin, and support tools; enable offline/low-bandwidth functionality where needed.
- Establish governance for content (scripts, calculators, product summaries, disclosures) ensuring accuracy and regulatory compliance.

Measure of Success:

BRD creation & UAT testing for Dialer, CRM, Seller Apps/Portals Integrations & enhacements

- Number of process improvement initiatives taken
- Automation of check points to ensure process functionality
- Timely completion of the BRDs and CBAs.
- Review of FSDs and sign-off.
- Successful creation of UAT test scenarios & sign-off from relevant stakeholders.
- Successful completion of UAT test scenarios.
- Value realization of initiatives taken.
- Timely updating of task status and sharing with stakeholders.

Knowledge of Compliance, Risk & Controls

- Ensure adherence to IRDAI regulations, privacy and consent requirements, TRAI telemarketing norms, secure data handling (PII masking, encryption), and audit trails.
- Maintain SOPs, control libraries, RCSA, change logs, and release approvals; conduct periodic QA and call calibrations with Training/Quality teams.
- Drive vendor governance: SLAs, SOWs, renewals, penalties, cost optimization, security reviews, and business continuity.

Desired qualifications and experience:

- Post Graduate in Management preferred.
- Must have a minimum of 8-15 years’ experience, of which at least 2-4 years spent in Operations and / or CRM management.
- Experience in AI & automation, Life Insurance products is a Plus.

Skills:

Sound Knowledge of front end Operations Model. Very Strong communication skills:
Ability to express ideas clearly and persuasively. Execution ability;
Effectiveness in planning and organizing activities of himself and team members; exceptional energy, drive and People Management Skills