The Senior Manager, SISU and Outbound Sales & Retention is responsible for the management and coordination of all aspects of AAA Life’s Simplified Issue Sales Unit and Outbound Sales & Retention teams to achieve various targets established by the company to include sales targets, application submission rate, policy place rate, average case size, member satisfaction and other key performance indicators. Provides high level of expertise regarding best practices and technology related to sales and policy retention.
Oversee inbound simplified issue tele-sales, outbound fully underwritten tele-sales and outbound policy retention activities, to include the development of sales strategies and tactics to increase revenue and profitability.
Directs all activities related to the development, maintenance and enhancement of effective and efficient sales and policy retention operations.
Analyze and track sales and service results and forecast future performance.
Recruit, retain and develop a highly talented and motivated agent and leadership team.
Develop and sustain a culture supportive of high performance customer retention and care.
Improve processes including more effective workflow, integration and productivity.
Be familiar with industry best practices to identify trends and improve processes while monitoring operations including both external and internal customer feedback.
Plan, budget, implement and maintain costs, methods, and employee headcount.
Serve as a member of the management team while participating in strategic direction and plans for the organization's growth.
Responsible for maintaining compliance with all laws and regulations that govern the business processes in the department, as well as compliance with the IMSA Principles and Code of Ethical Market Conduct.
Required Skills
Achieves Results/Has Bias for Action-Achieves stretch results. Strong bias for action with sense of urgency and high energy. Practices collaborative working environment to achieve more.
Member Focus - Has ability to look from member’s view. Viewed as business partner by external and internal customers. Anticipates customer needs to ensure no barriers to doing business.
Uses Effective Communication Skills - Candid, clear and concise in communication. Effectively matches style, tone and method to audience. Connects with intended audience. Manages communication and feedback within the organization.
Displays Leadership/Team Orientation - Works collaboratively to achieve organization’s success. Effectively uses position and interpersonal skills, mobilizes and inspires others to take action (situational leadership). Willing and able to lead beyond area of expertise.
Talent Management - Provides positive coaching. Actively engages staff in challenging assignments. Holds self and others to high standards. Identifies and hires high potential. Takes action on non-performers.
Technical/Professional Skills - Hold self and others to high standards. Strives to stay ahead of technical/professional expertise, is proactive and inspires others to stay current in areas of technical expertise.
Strategic Effectiveness – Demonstrates an organization-wide perspective and creates a shared vision and purpose.
Business Management – Demonstrates sound business principles and planning processes and defines and measures results.
Process Improvement – Ability to change processes and the supporting technology to increase profitable sales and improve the member experience
Problem Solving and Analysis – Able to model systematic approach to problem solving; seek information and perspectives from both inside and outside the team to better understand and solve problems; involve others in solving problems that affect them; coach others to routinely anticipate and prevent avoidable problems; coach others on how to analyze data and evaluate alternatives to solve problems.
Required Experience
B.S. degree or equivalent (as defined by 5-10 years of sales management experience depending upon industry course work such as but not limited to LOMA, LUFTC, CLU.)
Achieves Results/Has Bias for Action-Achieves stretch results. Strong bias for action with sense of urgency and high energy. Practices collaborative working environment to achieve more.
Member Focus - Has ability to look from member’s view. Viewed as business partner by external and internal customers. Anticipates customer needs to ensure no barriers to doing business.
Uses Effective Communication Skills - Candid, clear and concise in communication. Effectively matches style, tone and method to audience. Connects with intended audience. Manages communication and feedback within the organization.
Displays Leadership/Team Orientation - Works collaboratively to achieve organization’s success. Effectively uses position and interpersonal skills, mobilizes and inspires others to take action (situational leadership). Willing and able to lead beyond area of expertise.
Talent Management - Provides positive coaching. Actively engages staff in challenging assignments. Holds self and others to high standards. Identifies and hires high potential. Takes action on non-performers.
Technical/Professional Skills - Hold self and others to high standards. Strives to stay ahead of technical/professional expertise, is proactive and inspires others to stay current in areas of technical expertise.
Strategic Effectiveness – Demonstrates an organization-wide perspective and creates a shared vision and purpose.
Business Management – Demonstrates sound business principles and planning processes and defines and measures results.
Process Improvement – Ability to change processes and the supporting technology to increase profitable sales and improve the member experience
Problem Solving and Analysis – Able to model systematic approach to problem solving; seek information and perspectives from both inside and outside the team to better understand and solve problems; involve others in solving problems that affect them; coach others to routinely anticipate and prevent avoidable problems; coach others on how to analyze data and evaluate alternatives to solve problems.