The Team You Will Join

The team you will join is a core part of MetLife's UK Employee Benefits division, sitting within the sales departments. This team is responsible for driving new business revenue through strategic telesales initiatives, managing key accounts, and supporting the overall growth of the Employee Benefits product line. They play a vital role in ensuring the company's competitive edge in the market.

The Opportunity 

The Employee Benefits Sales Desk Manager role is an integral position within the UK Employee Benefits division. Over several years of consistent success, the Telesales team has been a significant contributor, and we aim to further enhance this team's capabilities to drive increased New Business revenue.

The Sales Desk Manager will be responsible for managing the Telesales Account Managers and combining this responsibility with the oversight of the Sales Support Team Leader executives. The goal is to foster a high-performing and motivated department. This role will be pivotal in setting the strategy for Employee Benefits Telesales, working in conjunction with the National Sales Manager to establish targets, strategic goals, and manage key accounts.

Within Employee Benefits, the Sales Desk Manager will be tasked with the direct management of the Telesales Account Managers, ensuring that their activities align with established Sales KPIs. Success in this role requires strong leadership, strategic planning, and excellent communication skills, as well as a deep understanding of sales processes and the ability to motivate and manage a team effectively.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Manage team of Telesales Account Managers and Sales Support Team Leader using effective tools such as call monitoring and coaching sessions to achieve sales and support targets.
• Establish sales objectives by forecasting and developing annual sales targets, projecting expected sales volume to the National Sales Manager.
• Deliver consistently against New Business and retention targets.
• Coach the team on MetLife products, sales skills, phone skills, industry knowledge and operations procedures.
• Create and manage career paths for both Account Managers and Team Leaders.
• Recruit and retain staff, ensuring coaching is ongoing and relevant.
• Manage and appraise job performance, providing counselling and support where needed.
• Ensure marketing material is available and orchestrate targeted telemarketing campaigns.
• Assess market positions, recommend product/pricing changes as necessary.
• Manage targets/metrics for introduction calls, appointment making, follow-ups and reporting.
• Supervise team in accordance with MetLife's policies and compliance.
• Act as an escalation point for queries on product and processes.
• Liaise with National Sales Manager for sales strategies and ideas.
• Hold regular one-on-one meetings with team members, focusing on development and performance.
• Create a dynamic and energetic sales culture within the telesales team.
• Build strong relationships with key business areas such as Underwriting and Operations.

What You Need to Succeed (Required Qualifications)

• Proactive, positive and highly motivated achiever
• Strong interpersonal and team skills and ability to network and build strong relationships internally and externally
• Experienced people management skills, including objective setting, coaching and development assessment in a targeted sales environment
• Strong leadership, coaching and development skills – the ability to manage teams' targets and levels of motivation and success, as well as one’s own, is essential

What Can Give You an Edge (Additional Skills)

• Expert knowledge of UK Employee Benefits Products, distribution channels and legislation
• Sufficient industry experience in Life and Pensions
• Strong coaching background with collaborative leadership skills
• Demonstrable track record of success in leading telephone sales teams within the Financial services sector – expected to be 2 years or more success and experience in a similar role
• Senior level presence
• Consistently leads teams to design, conduct, and facilitate group interactions tailored to meet specific business needs
• Polished presenter, delivers messages with poise and impact
• Consistently finds new and innovative approaches to standard method of operations
• Exceptional judgment and interpersonal skills
• Team player who has high energy, action orientation, customer-focus and drives for results
• Exceptional project management skills, ability to handle multiple projects with tight and possibly shifting deadlines