Deputy Area Manager - PLCS - Growth

Location Name:

Job Purpose

Duties And Responsibilities

•  Responsible for sales activities through call-center for Banking / non-banking products
•  Campaign management for call-centre.
•  Data Management & Vendor management.
•  Managing growth and profitability of Personal Loan &Telebinding Channel in PLCS
•  COA management
•  Conceptualize and develop promotional campaigns for all the channels
•  Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
•  Measure productivity and implement training measures to bridge the gap to achieve required productivity
•  Initiate and lead various process enhancement and system development projects for both the channels
•  Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost
•  Monitoring performance and suggest corrective action for:
•  Key business metrics
•  Product and portfolio performance
•  Employee – Call Centre teams productivity
•  Compliance, policies, guidelines & processes
•  Resolve all customer escalation and queries related to both the channels
  

Systems Understanding & Data Analysis:

•  Understanding of CRM & lending system - Salesforce.com / UNICA
•  Understanding of campaign management in Dialer
•  Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements
•  Tracking all important matrix of business on regular basis
•  Initiate request and coordinate with IT & COE for any new requirement related to system enhancement
•  Need to have excellent excel and PowerPoint skills
  

Required Qualifications And Experience

•  Responsible for sales activities through call-center for Banking / non-banking products
•  Campaign management for call-centre.
•  Data Management & Vendor management.
•  Managing growth and profitability of Personal Loan &Telebinding Channel in PLCS
•  COA management
•  Conceptualize and develop promotional campaigns for all the channels
•  Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
•  Measure productivity and implement training measures to bridge the gap to achieve required productivity
•  Initiate and lead various process enhancement and system development projects for both the channels
•  Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost
•  Monitoring performance and suggest corrective action for:
•  Key business metrics
•  Product and portfolio performance
•  Employee – Call Centre teams productivity
•  Compliance, policies, guidelines & processes
•  Resolve all customer escalation and queries related to both the channels
  

Systems Understanding & Data Analysis:

•  Understanding of CRM & lending system - Salesforce.com / UNICA
•  Understanding of campaign management in Dialer
•  Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements
•  Tracking all important matrix of business on regular basis
•  Initiate request and coordinate with IT & COE for any new requirement related to system enhancement
•  Need to have excellent excel and PowerPoint skills