Team Manager

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business

General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

Outbound Telemarketing is a critical function of the direct marketing business. The team comprises of highly qualified individuals who utilises best-in-class technology and methodologies to generate revenue through the delivery of exceptional customer service.

About the role

What you need to know:
Areas of responsibilities shall include:

- Plan and execute day-to-day call floor operations such as call-leads management and sales challenges as agreed with the Direct Marketing campaign team.
- Closely monitor the movement of leads through the sales funnel to maximise deliverables and quickly identify leakages to be fixed.
- Upkeep team’s morale and motivation by working with the Direct Marketing campaign team to set clear goals which are complemented with well planned and executed ad-hoc sales challenges and call floor activities.
- On a regular basis, conduct call monitoring to identify areas of improvement and deliver coaching to Campaign Executives on areas such as effective sales pitching, sales closing, and objection handling.
- Engage Quality Assurance team to ensure team’s sales calls are done professionally, ethically, and in adherence to regulatory and company policies.
- Conduct regular staff performance evaluation as part of an ongoing process to determine developmental needs and succession planning. Manage and resolve feedback and complaints escalated from team members.
- Work closely with the Direct Marketing campaign team to identify opportunities to drive production and better sales funnel responses.
- Prepare daily, weekly, and monthly production reports for monitoring and management reporting purposes.
- Support the development and design of operational workflows for continual improvement, as well as team’s incentives and balanced scorecard.

What we’re looking for:

- Experience in managing an outbound telemarketing team or a B2C sales team.
- Natural leader who can inspire and motivate the team with clear goals and directions while also empowering them to take ownership of their work.
- Excellent communicator with the ability to convey expectations, give constructive feedback and provide support to the team. Also, an active listener to understand and address any concerns raised by the team.
- Strong results oriented individual with a deep understanding of telemarketing sales funnel behaviours, and is able to track progress, identify areas for improvement, and adjust as needed to ensure success.
- Strategic thinker who can develop and execute a clear sales plan that aligns with the given overall goals. Be comfortable with analysing data, identifying trends, and making informed decisions that drive results.
- Self-motivated and resilient team player who is resourceful at problem solving and prioritisation with mínimal guidance.
- Good command of the English language in both written and oral communication skills. The ability to converse in an ancillary language is not mandatory but is advantageous.
- Being comfortable with operating common Microsoft Office products such as Outlook, Excel, Word, and PowerPoint.

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We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit:

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