Team Leader - Insurance Telesales (Non-Life)

About the role

Mashreq Bank is looking for a Team Leader for its on-floor insurance telesales team, which sells Non-Life insurance products (Motor, Health, Home and Travel) through a partnership with an aggregator. The role reports to the Sales Head of Bancassurance or the Area Sales Manager for Non-Life Insurance and acts as the bank's representative on the floor, overseeing sales, renewals, endorsements and post-sales service while ensuring compliance with bank policies, regulatory standards and service quality benchmarks.

Key responsibilities

• Lead and supervise the call centre team operating within the bank premises, enforce operational, conduct and compliance standards, and act as the first point of escalation for operational, behavioural and performance issues.
• Drive achievement of sales targets for new business, renewals and cross-sell, and provide daily, weekly and monthly performance dashboards and MIS to stakeholders.
• Monitor calls and transactions, review quality of policy issuance, renewals and endorsements, and coordinate with compliance, risk and internal audit teams.
• Ensure structured use of bank-provided leads, protect customer data and follow UAE data protection rules.
• Support onboarding, coach staff and run product, process and compliance refreshers.
• Oversee timely handling of endorsements, renewals and complaints, and escalate critical issues.
• Liaise with the partner/aggregator, insurance partners and internal teams, and take part in performance and governance reviews.

Required profile

• Bachelor's degree in Business, Commerce, Finance or a related field.
• Minimum 6-8 years of experience in insurance telesales, bancassurance or contact center operations.
• At least 2-3 years of people management or team leadership experience.
• Strong knowledge of Non-Life insurance products; experience with third-party vendors or outsourced call centers and UAE insurance market experience are highly preferred.

Required skills

• Leadership and on-floor people management.
• Sales performance and quality metrics management.
• Attention to compliance, governance and risk controls.
• Communication, coaching and conflict management.
• Analytical mindset with MIS and reporting capability.