Team Leader – Insurance Telesales (Non-Life)

About the role

The Team Leader – Insurance Telesales will oversee an on‑floor telesales team selling non‑life insurance products (Motor, Health, Home, Travel) through Mashreq Bank’s partnership with an aggregator in the UAE. The role ensures execution of sales, renewals, endorsements and post‑sales service while maintaining compliance with bank policies and regulatory standards.

Key responsibilities

• Lead, monitor and manage daily activities of the call centre team operating within Mashreq Bank premises, ensuring adherence to operational and compliance standards.
• Drive achievement of sales targets for new business, renewals and cross‑sell opportunities, providing performance dashboards and MIS to stakeholders.
• Perform regular call monitoring and transaction reviews to ensure accuracy, compliance and customer fairness.
• Manage structured usage of Mashreq‑provided leads, monitoring allocation, follow‑ups and closure efficiency while safeguarding data confidentiality.
• Support onboarding, coaching and continuous development of telesales staff, identifying training needs and delivering refreshers.
• Oversee timely handling of endorsements, renewals and customer service requests, managing complaints and escalations within defined SLAs.
• Liaise with partner/aggregator management, insurance partners and internal teams to ensure smooth operations and continuous improvement.

Required profile

• Bachelor’s degree in Business, Commerce, Finance or related field.
• 6–8 years of experience in insurance telesales, bancassurance or contact centre operations.
• 2–3 years of people‑management or team‑leadership experience.
• Strong understanding of non‑life insurance products (Motor, Health, Home, Travel).
• Experience working with third‑party vendors or outsourced call‑centre models, preferably in the UAE market.
• High ethical standards and a customer‑first mindset.