The Head - Telemarketing will lead and oversee the telemarketing team, driving outbound sales efforts to achieve revenue targets and business growth. This role requires a strategic leader with strong sales acumen, team management skills, and expertise in telemarketing best practices. The ideal candidate will optimize call centre operation, enhance lead conversion, and ensure compliance with industry regulatory.
Key Responsibilities
Strategy & Leadership:- Develop and execute telemarketing strategies to meet sales and revenue goals.
- Lead, mentor, and motivate a high-performing telemarketing team.
- Set KPIs, monitor performance, and implement improvement initiatives.
- Collaborate with Sales & Marketing, and Customer Service team to align strategies.
Performance & Growth- Analyze sales data to identify trends, gaps, and opportunities for optimization.
- Ensure timely follow-ups on leads and effective pipelines management.
- Optimize telemarketing campaigns based on marketing trends and customer insights.
- Ensure targets (calls time, conversions, revenue) are met or exceeded.
- Identify new business opportunities and upsell/cross-sell strategies.
Compliance & Quality Assurance- Enforce adherence to PDPA regulations, internal scripts, and compliance standards.
- Oversee QA processes to maintain high call quality and minimize compliance risks.
- Address and escalate regulatory or operational issues as needed.
Operational Efficiency- Optimize workflows for telemarketing, QA, and support teams to improve productivity.
- Collaborate with IT/Admin to resolve system issues and streamline tools (e.g., CRM, dialer systems).
- Manage staffing schedules, attrition, and recruitment in alignment with business needs.
Training & Development- Design and deliver training programs for new hires and upskill existing agents.
- Foster a culture of continuous improvement through feedback and skill-building initiatives.
- Thrive in target-drive environments and can motivate teams under pressure.
- Have proven experience turning around underperforming telemarketing operations.
- Are passionate about coaching and developing frontline staff.
- Understand financial services compliance (PDPA , etc).
- Can analyze data to optimize call strategies and conversions.
How You Succeed
- Champion and embody our Core Values in everyday tasks and interactions.
- Demonstrate high level of integrity and accountability.
- Take initiative to drive improvements and embrace change.
- Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
- Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
Who We Are
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of AA- by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world's most highly-rated banks, with an Aa1 rating from Moody's and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World's Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
To All Recruitment Agencies
Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
Work Locations
SG-GE Centre
Job
General Insurance
