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ERIC YOUNG ASSOCIATES is a Division of Tele-Centre Assist Inc.
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Telemarketing Manager (Vendor Management - Outbound)
RC04a
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Financial Services - Insurance Division
Regular Business Hours
Call Center (Outbound) Vendor Management
Senior Manager, Products & Direct Distribution
$65,000 - $75,000 +
5-13%
Downtown,Toronto (Subway Accessible)
3 Months
4 Wks
NA
ABOUT OUR CLIENT:
Our client is the insurance division of one of the leading financial services organizations in Canada. Insurance products include creditor insurance (mortgage protection, Line of credit protection, visa balance protection, personal loan protection, commercial) and travel insurance.
PURPOSE:
- Oversees telemarketing programs, which include internal and external inbound & outbound contact centres, in support of life and health insurance product sales.
- Accountable for developing, implementing, analyzing and expanding inbound and outbound sales programs using profitable methods and techniques.
- Design and manage the end-to-end telemarketing sales process, customer contact rules and maintaining lines of communication regarding the inbound and outbound telemarketing channels.
- Ensure telemarketing campaigns are within budget and external supplier(s) are managed to meet sales objectives while adhering to Master Service Agreement(s).
- Design all telemarketing programs to be in compliance with complex federal and provincial laws and regulations that govern the insurance and telemarketing industries in a banking environment.
MAJOR ACCOUNTABILITIES
1. Development, Implementation & Oversight of Inbound/Outbound Sales (50%)
- Oversee multiple telemarketing sales programs, including inbound and outbound channels using external suppliers.
- Oversee partnership with internal call centre to cross-sell insurance on day-to-day banking customer service calls.
- Provide support to internal insurance customer service team on sales and customer retention efforts as needed.
- Ensure that telemarketing campaigns stay on schedule.
- Resolve issues/negotiate compromises between team members and develop remedial action plans required to meet objectives/overcome obstacles/agree on alternatives.
- Provide recommendations for telemarketing strategy that include offers, scripting, campaign timing, process changes and type of telemarketing (inbound, outbound, up-sell, follow-up).
- Supervise sales script development (both inbound and outbound). Co-ordinate translation of scripts. Ensure scripts are tested, measured and analyzed. Ensure sales screens are updated and signed off for each campaign.
- Manage the implementation of continuous program improvements by actively identifying, testing and implementing opportunities to decrease costs, reduce cycle time, increase customer response rates and satisfaction.
- Ensure telemarketing data is accurate and all telemarketing-related data transfers are completed per campaign schedule.
- Oversee the ongoing documentation of all processes and procedures for the telemarketing channels, including internal data flows, data file layouts and data transfers. Ensure data security, retention and destruction processes meet compliance standards for all telemarketing campaigns.
- Ensure external suppliers have processes and procedures to recover requested call recordings for escalated customer complaints generated by telemarketing within required timelines and document, resolve and correct training gaps resulting from customer complaints.
- Oversee sales rep training and incentive programs and keep product training materials updated.
- Manage the expansion of all telemarketing channels and additional suppliers for the sale of new products and enhancements to current products.
- Ensure regular and frequent monitoring sessions are in place across all campaigns and feedback is documented and acted on quickly by telemarketing partners.
- Assist in the preparation of annual budgets and business cases by compiling and checking telemarketing income and costs.
- Lead campaign kick off meetings with external suppliers and internal stakeholders.
- Develop and oversee quality assurance processes and standards that align with Bank standards.
- Manage sign-off process, ensuring sign-off is obtained in a timely manner, the necessary departments are consulted and all conditions attached to sign-off are quickly and effectively resolved.
2. Reporting and Analysis (20%)
- Monitor daily results and prepare weekly and monthly analysis reports for senior management, explaining any variances from business case.
- Continuously analyze customer retention rates and develop and implement action plans to increase retention.
- Contribute to development of business case plans by preparing telemarketing premium and expense forecasts.
- Measure and monitor to ensure all key performance metrics are met (e.g., contacts/hour, sales/hour, average premium/customer, total sales, and list penetration).
- Oversee telemarketing sales reconciliation process across all partners and campaigns.
- Direct the creation of new reports and make improvements and updates to current reports as needed.
- Lead quarterly campaign reviews with suppliers to gain insight about customer needs and to identify new growth opportunities and trends. Develop recommendations for senior management approval.
- Write a short analysis of results for each telemarketing campaign for management, describing key information and recommendations.
- Verify and track all telemarketing invoices to budget. Monitor expenses against business case and present analysis to management.
- Oversee annual outsourcing compliance reporting for telemarketing channel.
3. External Supplier Contract Management (15%)
- Lead all third-party telemarketing contract and pricing negotiations. Ensure best possible price/value for telemarketing campaigns.
- Create and obtain sign-off for campaign Statements of Work and oversee contract revisions.
- Clearly define roles, tasks, and requirements for internal and external suppliers.
- Monitor and document external supplier adherence to Service Levels pursuant to Master Services Agreements.
- Monitor, evaluate and manage contract performance. Provide regular feedback to external suppliers regarding performance and document gaps. Oversee necessary improvements according to a mutually agreed upon timetable.
- Lead annual contract and supplier reviews.
- Source new telemarketing suppliers as required, develop RFPs, evaluate responses, and provide recommendations to management for the selection of new suppliers.
- Collect and analyze competitive benchmarking data to understand metrics of best-in-class telemarketing suppliers; actively use information to develop and implement improvements in programs.
4. Regulatory and Legal Compliance of Telemarketing Programs (15%)
- Conduct assessments and prepare all annual telemarketing compliance documentation for management review and approval.
- Monitor suppliers for regulatory compliance against established checklists, document findings (including gaps), and oversee development and implementation of remedial action plans.
- Immediately document any compliance breaches to senior management; include a detailed report of the issues and recommended plan of action and timelines.
- Ensure all sales programs are compliant with federal, provincial and industry regulations for banking, insurance and telemarketing.
- Proactively research and maintain up-to-date information and interpretations on changes to regulations/laws that impact telemarketing; oversee design and implementation of changes to telemarketing programs as required.
- Oversee and manage the use of licensed agents for the sale of non-authorized insurance products.
COMPLEXITY OF POSITION
Knowledge
1) Markets:
- Specialized knowledge of inbound and outbound telemarketing. Knowledge of insurance products is an asset.
2) Business:
- Knowledge of customer sales and service, script logic, and licensing agents.
- In-depth understanding of the complex federal and provincial regulations and laws for banks, insurance companies and telemarketing agencies (e.g., PIPEDA, CRTC orders, OSFI outsourcing regulations, insurance agent licensing requirements, The Bank Act and provincial insurance acts as applicable).
3) Technical:
- Highly developed technical skills to project manage the telemarketing aspects of direct marketing campaigns efficiently and profitably.
- Specialized telemarketing channel knowledge, including script writing/script logic/licensing, file set-up and transfer, fulfilment processing and supplier management.
- Previous management experience in a call centre and be fully adept at building new processes and solving marketing and technical issues at a detailed level.
- Works in a complex matrix environment that can involve coordinating activities and input from multiple internal departments and external suppliers.
Skills and Competencies
- Strong leadership skills in order to influence and secure co-operation from internal departments and outside suppliers to ensure that campaigns are managed profitably and effectively.
- A customer service champion and have experience negotiating and managing multi-million dollar contracts.
- Effective and persuasive written and oral communication skills. Good presentation skills. Very strong mathematical, financial and analytical problem-solving skills.
- Must be able to solve complex marketing related problems and make changes to processes, procedures and campaigns as required to support the business.
Education
- Post secondary degree in business or a related discipline, or equivalent work experience.
Work Experience
- Strong working knowledge of inbound and outbound sales, database marketing, project management, contract negotiation, and supplier management gained through 5-7 years in the business.
AUTHORITY/DECISION MAKING/DIRECTION RECEIVED
- The Senior Manager, Products & Direct Distribution provides on-going guidance.
- The incumbent exercises independent judgment and discretion in delivering on their mandate within the context of approved budgets, authorities and Bank policies.
- The incumbent has responsibility to execute their plan under the guidance of their supervisor. The incumbent is required to balance business development and customer experience issues.
KEY CONTACTS
Legal Department
- Advice on legal and regulatory matters and customer issues specific to the telemarketing; review of contracts and scripts.
Insurance Canada Departments
- Support of campaign initiatives including processes and procedures; invoice processing; taxation; customer service issues; compliance review of scripts; data transfers for telemarketing campaigns and results analysis
Insurance Customer Service Centre
- Communicating new developments; obtaining feedback and facilitating resolution of telemarketing issues; providing input on retention and up-sell programs.
Customer Contact Centre
- Providing direction on cross-selling of accident insurance during inbound bank service calls; monitoring calls and facilitating improvements; helping create project requirements and other process specifications.
Business-Line Manager and Team Leaders; Telemarketing Suppliers
- Negotiating prices; measuring and managing supplier performance, including compliance to service standards and regulations.
DIMENSIONS
(Measurement criteria indicating scope/breadth/magnitude; key statistics, budgets, signing authority, sales results, units supported or other information which quantifies Major Accountabilities)
Resources
- The measurement of the incumbent’s success is based on customer penetration, sales and renewal results, expense control and total fees generated (profitability), as measured against the department’s plan.
Market Areas
- This position addresses exclusively the Canadian market.
WORKING CONDITIONS
- A standard office environment.
- Must manage multiple and concurrent deliverables with both internal and external resources under tight deadlines.
- Occasional high stress and failure to execute campaigns and meet objectives has significant financial and customer service impact.
- Must monitor telemarketing calls a minimum of once a week at several Toronto and area locations. Monitoring may take place after regular business hours.
Remember to Include...
- Position Title
- Most Recent Salary (excluding bonuses)
- Day-Time Phone Number
416.498.9440
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