Head - Telemarketing

Join to apply for the Head - Telemarketing role at GREAT EASTERN

The Head - Telemarketing will lead and oversee the telemarketing team, driving outbound sales efforts to achieve revenue targets and business growth. This role requires a strategic leader with strong sales acumen, team management skills, and expertise in telemarketing best practices. The ideal candidate will optimize call centre operation, enhance lead conversion, and ensure compliance with industry regulatory.

Key Responsibilities

• Strategy & Leadership:
  • Develop and execute telemarketing strategies to meet sales and revenue goals.
  • Lead, mentor, and motivate a high-performing telemarketing team.
  • Set KPIs, monitor performance, and implement improvement initiatives.
  • Collaborate with Sales, Marketing, and Customer Service teams to align strategies.
• Performance & Growth:
  • Analyze sales data to identify trends, gaps, and opportunities for optimization.
  • Ensure timely follow-ups on leads and effective pipelines management.
  • Optimize telemarketing campaigns based on marketing trends and customer insights.
  • Ensure targets (calls time, conversions, revenue) are met or exceeded.
  • Identify new business opportunities and upsell/cross-sell strategies.
• Compliance & Quality Assurance:
  • Enforce adherence to PDPA regulations, internal scripts, and compliance standards.
  • Oversee QA processes to maintain high call quality and minimize compliance risks.
  • Address and escalate regulatory or operational issues as needed.
• Operational Efficiency:
  • Optimize workflows for telemarketing, QA, and support teams to improve productivity.
  • Manage staffing schedules, attrition, and recruitment in alignment with business needs.
• Training & Development:
  • Design and deliver training programs for new hires and upskill existing agents.
  • Foster a culture of continuous improvement through feedback and skill-building initiatives.
  • Thrive in target-driven environments and motivate teams under pressure.
  • Proven experience turning around underperforming telemarketing operations.
  • Passionate about coaching and developing frontline staff.
  • Understand financial services compliance (PDPA, etc).
  • Can analyze data to optimize call strategies and conversions.

How You Succeed

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate a high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability for business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast of industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/risks to safeguard our company proactively.

Who We Are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions through three distribution channels – a tied agency force, bancassurance, and Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. OCBC Group holds the financial strength and credit ratings. Great Eastern is a subsidiary of OCBC, a diversified financial services group.

Work Locations

SG-GE Centre

Job

General Insurance

Seniority level

• Director

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Insurance, Financial Services, and Banking

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