DHFL Pramerica Life Insurance
Website:
pramericalife.in
Job details:
Position Title:
Trainer – Life Insurance BPO
Inbound and Outbound
Functions:
Customer Service & Operations
Reporting To:
Team Leader / Contact Center Manager
Permanent/Temporary:
Permanent
Calling Type: Inbound and Outbound
Location : Gurgaon (HO)
Pramerica Life stands as a pioneering and innovative force in the Life Insurance Sector, spanning across over 117 cities in India. Our core mission revolves around offering invaluable financial protection and tranquillity to our esteemed customers. As we embark on a journey of further growth, we are actively searching for dynamic individuals to join our team as a Contact Centre Manager.
Job Purpose
We are seeking an experienced Life Insurance Trainer to design and deliver comprehensive training programs for our customer service and operations teams. The role involves training new and existing agents on life insurance products, queries, tools, process, compliance, and effective techniques to enhance performance and ensure regulatory adherence
Key Responsibilities:- Conduct on boarding training for new agents on life insurance concepts, company processes, and product offerings.
- Deliver structured sessions on Life Insurance products (Term Plans, ULIPs, Riders, etc.).
- Train agents on IRDAI compliance, ethical call handling practices, and regulatory guidelines.
- Develop and update training curriculum, SOPs, presentations, and learning materials.
- Use role-plays, case studies, mock calls and quizzes to assess trainee understanding.
- Identify performance gaps and design improvement plans for individuals and teams.
- Provide on-job training (OJT) and floor support to improve agent performance.
- Stay updated with new product launches and industry trends; communicate updates to the team.
- Maintain detailed training records, attendance sheets, and progress reports.
- Conduct TNI’s, briefings, PKT etc to keep agent performance and knowledge on track.
- Work as a support to Quality team as and when required.
Required Skills & Qualifications:- Graduate in any discipline (Insurance certifications preferred).
- Minimum 2 years of training experience in the Life Insurance sector (mandatory).
- Strong understanding of life insurance products, underwriting basics, riders, and other related processes.
- Soft Skills
- Excellent communication, presentation, and mentoring skills.
- Ability to simplify complex insurance concepts for new agents.
- Proficiency in MS Office (Word, Excel, PowerPoint).
- Strong analytical thinking and ability to evaluate trainee performance.
Preferred Attributes:- Passion for teaching and developing others.
- Ability to work in a fast-paced environment and manage multiple training schedules.
Key Performance Indicators (KPIs)
1. Training Delivery & Coverage- Number of Training Sessions Conducted
- Training Hours Delivered
- Coverage Ratio
- Ratio of new hires and existing agents trained vs. total eligible population.
2. Certification & Compliance- IRDAI Certification Pass Rate
- Compliance Training Completion
3. Training Effectiveness- Post-Training Assessment Score
- Average score of trainees in knowledge tests (Target: ≥90%).
- Sales Productivity Post-Training
- Increase in sales performance of trained agents within 30–60 days.
- Quality Score Improvement
- Impact on call quality or process adherence after training.
4. Engagement & Feedback- Trainee Feedback Score
- Average rating from participants.
- Trainer Evaluation Score
- Peer/manager assessment of delivery and content quality.
5. Operational Metrics- Timely Completion of Training Calendar
- Content Update Frequency
- Number of updates aligned with new products/regulatory changes.
6. Business Impact- Reduction in Errors/Complaints.
- Retention of Agents Post-Training
Click on Apply to know more.