Head of Telesales

About the role

Prudential is seeking a dynamic Head of Telesales to design, launch and lead an end‑to‑end telesales operation. You will be responsible for driving outbound sales, upsell, cross‑sell, renewals and orphan policy management while ensuring high standards of call quality and compliance.

Key responsibilities

• Set up and oversee the full telesales channel, translating strategy into operating plans, targets and KPIs (APE, GWP, conversion, persistency, call quality).
• Lead, coach and manage the telesales team to meet productivity targets for calls, leads and conversions.
• Monitor performance dashboards, produce reports and recommend improvement actions.
• Own telesales scripts, call flows, objection‑handling frameworks and continuous sales‑effectiveness improvements.
• Ensure accurate CRM updates, lead tracking, follow‑ups and reporting.
• Enforce call‑quality standards, ethical sales practices and manage reputational risk.
• Drive continuous improvement through coaching, call reviews and optimisation initiatives.
• Support launch, optimisation and scale‑up phases of the telesales channel.
• Implement risk‑mitigation actions for data privacy, compliance and channel conflict.

Required profile

• First‑degree (B.Sc.) in Marketing, Business Management or related field (minimum 2:2 grade).
• Certified Sales Professional (CSP) or Certified Telesales Executive (CTE) preferred.
• Minimum 5 years sales or customer acquisition experience, with at least 3 years in a leadership role overseeing telesales, call‑center or outbound sales teams.
• Proven experience in insurance, financial services, banking or other regulated sales environments.
• Demonstrated ability to manage KPIs, sales targets and performance‑improvement plans.

Required skills

• Hands‑on experience with CRM systems.
• Proficiency with call‑monitoring tools.
• Ability to build and interpret performance dashboards.