Associate Director/Director Sales Training

About the job

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. **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** • 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 • 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 • 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 • 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 • 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 and performance management - Continuously refine coaching methodologies based on agent feedback and outcome data **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.

Requirements

• sales transformation
• revenue enablement
• performance coaching
• contact center operations
• analytical capability

Preferred Technologies

• sales transformation
• revenue enablement
• performance coaching
• contact center operations
• analytical capability

About the company

ACKO aims to change the way sales are conducted in the insurance sector, promoting clarity and consultation over persuasion. They focus on building a customer-first culture that integrates sales with AI technology, ensuring that sales agents function with precision and trust.