Relationship Manager - Direct Digital

Tata AIA Life Insurance, a leading and rapidly growing life insurance provider in India, was established in 2001 as a joint venture between Tata Sons Pvt. Ltd. and AIA Group Ltd. The company combines Tata’s trusted legacy with AIA’s extensive pan-Asian expertise to deliver protection solutions that inspire healthier, happier lives. Tata AIA fosters a culture of innovation, inclusivity, and continuous learning, offering dynamic career growth and a supportive work environment. Recognized as a ‘Great Place to Work’ and recipient of the Kincentric Best Employer Award, the organization is committed to employee satisfaction and holistic well-being. Emphasizing its core value, ‘People – Our Core,’ Tata AIA is dedicated to nurturing ethical, accountable leaders by providing the right training, technology, and resources for effective performance in a diverse and inclusive workplace.

The Direct Digital Sales & Relationship Management team plays a crucial role in driving customer acquisition, business growth, and revenue generation through digital and direct sales channels. This role involves building and maintaining strong customer relationships, identifying new business opportunities, managing customer portfolios, and ensuring high levels of customer satisfaction and retention. Responsibilities include sourcing new customers through leads, natural market, references, and orphan bases; conducting need analysis; explaining products; implementing need-based selling models; and up-selling and cross-selling within allocated customer portfolios. The role also requires ensuring timely policy issuance, delivering prompt post-sales service, maintaining persistency ratios, and collaborating closely with supervisors to meet business targets. Additionally, the incumbent will manage account renewals, contribute to sales and relationship management strategies, and engage with internal and external stakeholders to provide seamless customer experiences.

Key Responsibilities

- Achieve assigned business targets on Annualized New Premium (ANP) and case count.
- Source new customers via leads, natural market, references, and orphan base.
- Conduct meetings with prospects to perform need analysis and explain products.
- Implement and adhere to the Need Based Selling Model.
- Up-sell and cross-sell to allocated orphan base customers.
- Ensure timely issuance of policies by resolving pending issues.
- Provide prompt post-sales service across all customer domains.
- Maintain customer engagement through regular touchpoints to service portfolios.
- Maintain desired persistency ratios.
- Collaborate with supervisors on business strategy and conduct joint sales calls as needed.
- Develop and implement short-term and long-term plans to meet sales targets.
- Follow the activity management framework and update Lead Management System (LMS) daily.
- Adhere to training roadmaps and provide timely reports to supervisors.
- Ensure compliance with internal sales processes and Tata AIA policies.
- Participate in risk mitigation, contingency planning, and business continuity programs.
- Highlight process gaps and recommend improvements.

Required Qualifications

- Graduate degree is mandatory.
- MBA is preferred.
- Minimum of 5 years of relevant experience in similar roles.

Technical Skills

- Proficiency in Customer Relationship Management (CRM) tools such as Salesforce, Zoho CRM, Microsoft Dynamics, or HubSpot.
- Expertise in sales pipeline management, lead generation, and qualification.
- Strong knowledge of digital sales, online customer acquisition, account and portfolio management.
- Experience with sales forecasting, revenue tracking, renewal, and retention management.
- Understanding of financial products including loans, insurance, banking, and investments.
- Competency in data analysis, MIS reporting, and Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP).
- Ability to create business presentations using Microsoft PowerPoint.
- Familiarity with customer onboarding, KYC processes, cross-selling, up-selling, and digital marketing fundamentals.
- Skills in stakeholder and channel partner management, contract documentation, and complaint resolution.

Behavioral Competencies

- Strong interpersonal and communication skills.
- Creative thinking and problem-solving abilities.
- Leadership and teamwork orientation.
- Influencing and relationship-building skills.
- Effective decision-making capabilities.

Tata AIA Life Insurance is committed to a transparent and ethical hiring process and does not charge any fees from candidates. Applicants are advised to verify job offers only through official Tata AIA communication channels to avoid fraud. This job description is confidential and proprietary to Tata AIA Life Insurance.