Why This Role Exists

ACKO has always believed that sales is not about persuasion at any cost, it is about consultation with clarity. Our philosophy is simple: customers should buy because they understand, not because they were pushed. In insurance a product is built on trust, long-term protection, and risk awareness; How we sell is as important as what we sell. We take pride in being transparent, non-pushy, and value-driven. As we scale, protecting this philosophy is not optional; it is foundational to our brand.

At the same time, the world of customer experience is being fundamentally reshaped by AI. Customers now enter conversations informed. They compare plans in seconds. AI can recommend products, optimize pricing, and surface next-best actions. Increasingly, both assisted and unassisted journeys are AI-enabled. In this new environment, information is no longer the differentiator, judgement is. The role of the human agent must evolve from “explainer” to “interpreter,” from “seller” to “advisor.” If left unmanaged, assisted sales environments naturally drift toward script dependency, target urgency, and performance variance across teams. That drift risks diluting both customer trust and our brand promise.

This role exists to intentionally design the future of human selling at ACKO in an AI-native model. It ensures that the assisted channel reflects the same clarity, intelligence, and customer-first intent as our app and website journeys. It institutionalizes consultative behaviours, builds structured coaching capability on the floor, and creates feedback loops between frontline realities and AI product design. In doing so, it safeguards our philosophy at scale. 

The mandate is not just to improve sales metrics it is to build a system where conversion and trust improve together.

Role Mandate

To design and institutionalize a consultative, AI-enabled assisted sales system that drives consistent, high-trust customer conversations while improving conversion, quality, and long-term customer value.

This role operates at the intersection of Sales, Product, Training, Quality, and Operations ensuring that human-assisted sales evolves in step with AI-led customer journeys and remains aligned to ACKO’s sales philosophy.

Key Responsibilities

1. 1. Architect the Consultative Sales Framework

Define and standardise the ideal assisted sales conversation model aligned to ACKO’s brand philosophy

Codify best practices in discovery, objection handling, coverage explanation, and trust-building

Develop scalable playbooks that reduce performance variance across teams

Institutionalise what “good” looks like beyond metrics in behaviour and judgement

2.  Drive Behaviour-Led Coaching Excellence

Partner with Team Leaders to strengthen structured coaching capability

Design coaching frameworks rooted in behavioural diagnosis, not just metric gaps

Conduct selective high-impact interventions for critical performance segments

Track behavioural shifts and link them to measurable performance outcomes

3. Shape AI-Assisted Sales Enablement

Partner with Product Managers to design AI nudges, prompts, and conversation intelligence tools grounded in real floor behaviour

Translate agent friction, objection patterns, and call insights into product inputs

Ensure AI enhances consultative judgement rather than encouraging mechanical selling

Create feedback loops between floor experience and AI product evolution

4. Generate Performance & Pattern Intelligence

Analyse performance dashboards and call insights to identify:

What differentiates top performers

Where trust or clarity breaks down

Lifecycle performance patterns (ramp to maturity)

Provide structured insights to Training, Hiring, Quality, and Ops

Help define the assisted sales success profile influencing hiring and onboarding

5. Cross-Functional Insights & Collaboration

Route targeted insights to the Quality Audit team, highlighting specific coaching needs, calibration opportunities, or systemic quality issues

Collaborate with the Training team to provide feedback on program effectiveness and recommend curriculum enhancements based on floor observations

Partner with the Hiring team to define candidate requirements, competency models, and success profiles based on floor performance data and agent lifecycle analysis

Present regular insights reports to leadership on performance trends, coaching interventions, and recommended strategic actions

6. Continuous Improvement & Knowledge Management

Document proven coaching techniques, conversation scripts, and resolution playbooks for knowledge sharing

Stay updated on industry best practices in sales coaching, contact center operations, and performance management

Continuously refine coaching methodologies based on agent feedback and outcome data

Identify and document:

Winning conversation patterns

High-performing call structures

Effective objection-handling approaches

Help build playbooks and best practices that can be scaled across teams.

Success Metrics (6–12 Months)

Measurable improvement in assisted channel conversion without compromise on quality or complaints

Reduced performance variance across cohorts

Faster ramp-up for new agents

Improved consistency in consultative behaviours

Strong feedback loop between Product (AI enablement) and floor execution

Institutionalised assisted sales playbook adopted across teams

Ideal Profile

8+ years in sales transformation, revenue enablement, performance coaching, or contact center operations

Deep understanding of consultative selling and behaviour change

Strong analytical capability with comfort working with dashboards and conversation intelligence tools

Ability to influence cross-functional stakeholders without formal authority

Systems thinker who can design scalable frameworks, not just deliver training

This role is not a trainer. It is a capability architect responsible for designing how humans sell in an AI-native insurance company.