Outsource Sales Manager

Aon
Johannesburg
Workplace: HybridFull timeFunction: SalesExperience: 4+ yearsEducation: bachelorsSkills: ["People management","Analytical problem-solving","Interpersonal skills","Decision-making","Teamwork"]

Lead the day-to-day performance and strategic relationship with an external BPO call centre partner to deliver compliant outsourced sales and service outcomes. Coordinate outbound and inbound team metrics, governance forums, and campaign/script and process updates. Drive sales performance, quality standards, calibration, and customer experience improvements (including conversion, NPS, and retention). Ensure adherence to FAIS, POPIA, TCF, and voice logging/privacy requirements while reporting performance and supporting forecasting and capacity planning.

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FursaFursa
Aon
Aon
2 days ago

Outsource Sales Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead the day-to-day performance and strategic relationship with an external BPO call centre partner to deliver compliant outsourced sales and service outcomes. Coordinate outbound and inbound team metrics, governance forums, and campaign/script and process updates. Drive sales performance, quality standards, calibration, and customer experience improvements (including conversion, NPS, and retention). Ensure adherence to FAIS, POPIA, TCF, and voice logging/privacy requirements while reporting performance and supporting forecasting and capacity planning.
Location: Johannesburg
Workplace: Hybrid
Employment Type: Full time
Job Function: Sales
Seniority: Manager level

Key Responsibilities

  • •Manage outsourced sales and service teams by coordinating daily performance, key metrics, and daily/weekly performance reviews with BPO leaders and managers.
  • •Act as the primary operational liaison with the BPO provider, running governance forums and ensuring SLAs and KPIs are understood, measured, and achieved.
  • •Drive sales performance and customer experience improvements by overseeing lead distribution (where applicable), reviewing scripts and customer journeys, and supporting objection-handling and closing approaches.
  • •Define and maintain quality standards with Quality Assurance teams, including call evaluation criteria and calibration sessions, and use call insights to identify root causes and improvements.
  • •Ensure compliance with applicable legislation and policies (including FAIS, POPIA, TCF, voice logging, and disclosure requirements) and produce operational performance reports for internal stakeholders.

Key Requirements

  • •A minimum Grade 12 Matric certificate (or equivalent).
  • •FAIS compliant and ability to register as an FSCA representative and required Key Individual.
  • •Registration as a Licentiate with the IISA (and alignment to fit and proper requirements under the FAIS Act).
  • •Very good knowledge of personal and commercial lines insurance, including insurance legislation and claims processes.
  • •At least 4 years of solid experience as a team leader or manager, with a demonstrated ability in a similar role including personal lines underwriting and client service.
Experience:4+ yearsInsuranceShort-term insurance
Education:Bachelor's
Skills:People managementAnalytical problem-solvingInterpersonal skillsDecision-makingTeamwork
Licenses:FSCA representativeKey Individual
Certifications:FAISIISA Licentiate
Tech Stack:MS WordExcel

Company Brief

Aon
Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1982
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Glassdoor: 3.9
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