Head, Telesales - Nigeria

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our peop ...

Job description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Key Responsibilities:

• Set up and oversee the end‑to‑end telesales operation, including outbound sales, upsell, cross‑sell, renewals, and orphan policy management.
• Translate the approved telesales strategy into clear operating plans, targets, and KPIs aligned with APE, GWP, conversion rate, persistency, and call quality metrics.
• Lead, coach, and manage the telesales team, ensuring productivity targets (calls, leads, conversions) are consistently met.
• Monitor daily, weekly, and monthly performance dashboards and provide structured performance reports showing recommendations and strategies to improve performance of the team.
• Own telesales scripts, call flows, objection handling frameworks, and continuous improvement of sales effectiveness.
• Ensure accurate and timely CRM updates, lead tracking, follow‑ups, and reporting across all telesales activities.
• Manage customer experience and reputational risk by enforcing call quality standards, and ethical sales practices.
• Drive continuous improvement through coaching, call reviews, performance interventions, and optimization initiatives.
• Support implementation phases including launch, optimization, and scale‑up of the telesales channel.
• Own risk mitigation actions relating to data privacy, compliance, conversion underperformance, and channel conflict.

Key Requirements:

Qualifications:

• Minimum of a first degree (B.Sc.) in marketing, business management or related discipline (at least a grade of 2.2 – second class lower)
• Certified Sales Professional (CSP) accreditation or Certified Telesales Executive (CTE) is desirable
• Relevant professional certifications in Sales, Marketing, or Customer Experience will be an added advantage.

Experience:

• Minimum of 5 years' experience in sales, or customer acquisition roles.
• At least 3 years in a leadership or managerial role, preferably overseeing telesales, call center, digital sales, or outbound sales teams.
• Proven experience in insurance, financial services, banking, or a regulated sales environment is strongly preferred.
• Demonstrated experience managing KPIs, sales targets, productivity metrics, and performance improvement plans.
• Hands‑on experience working with CRM systems, call monitoring tools, and performance dashboards

Skills and Competencies:

• Good knowledge of the art of selling via telephoning and related channels (inbound and outbound sales operations).
• Excellent interpersonal and customer service skills.
• Excellent coaching, communication, and stakeholder management skills.
• Commercial awareness and business acumen
• Strong supervisory and leadership skills with proven ability to motivate self and others.
• Good understanding of team dynamics, ability to coordinate and achieve high performing teams.
• Excellent organizational skills and attention to detail.
• Good report writing skills and ability to effectively multitask.
• Proficient with Microsoft Office Suite and Customer Relationship Management (CRM) systems

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.