Insurance Telesales Modernization and AI Transformation (Senior Manager)

Responsibilities;

1. Strategic Transformation & Roadmap Ownership

Define and execute the modernization roadmap for the Insurance Telesales department, transitioning from legacy workflows to a tech-forward sales environment.

Identify and eliminate operational bottlenecks within the sales journey to improve speed-to-lead and overall sales velocity.

2. Sales Intelligence & Performance Optimization

Lead the Smart Sales Intelligence initiative, using advanced analytics to decode the behaviors, scripts, and timing that drive successful conversions.

Implement data-driven propensity models to ensure lead routing is optimized, placing the highest-potential customers in front of the right agents at the right time.

3. E2E Ecosystem & CRM Architecture

Manage the consolidation of the end-to-end telesales journey into a unified, single-interface ecosystem to ensure data integrity and a 360-degree customer view.

Oversee the integration of multi-channel data into the CRM, ensuring that agents have all necessary information at their fingertips to drive high-value conversations.

4. AI Transformation & Automation Deployment

Deploy AI-driven tools (such as Speech Analytics, AI automation etc.) to audit for compliance and quality, replacing manual sampling process

Champion administrative automation to strip away manual tasks for aftersales process

Translate technical insights into actionable coaching blueprints and training programs that help agents improve their sales quality and close rates.

5. Stakeholder Leadership & Change Management

Collaborate with cross-functional teams to ensure seamless technology adoption and system stability.

Drive User Adoption by effectively communicating the benefits of new tools to the sales team, ensuring that modernized systems are used to their full potential.

Qualifications;

• Bachelor's or Master's degree in Business Administration, Data Analytics, Information Systems, or a related field.
• 810+ years of experience in Sales Operations, Business Transformation, or Digital Strategy, with at least 5 years focused specifically on the Insurance or Financial Services telesales sector.
• Proven track record of implementing or managing end-to-end CRM ecosystems, with a focus on consolidating multiple data sources into a unified, single-customer view.
• Highly analytical and detail-oriented, with the ability to track performance and make data-driven decisions. Hands-on experience using Advanced Analytics or BI tools to extract actionable behavioral insights.
• Ability to translate complex technical concepts into user-friendly language for sales scripts and training programs that users can easily understand and apply.
• Strong leadership and presentation skills, with a proven ability to manage diverse teams and influence stakeholders at all levels.

*The Company is required to conduct a background check for any criminal record to assess the suitability of candidates prior to employment.

Location; Phaya Thai, Bangkok (On-Site 100%)