Lead Alternate Channel - MSME

We are seeking a dynamic and experienced lead to join us as Head of X-Sell.

We have set up a pan-India insourcing/ X-sell acquisition channel for our retail business, branded aptly as The Alternate Channel.

Alternate channel will focus on non-DSA business, for D2C retail loan products like Loan Against Property, Home Loans etc. Incumbent will lead and manage a unique network of “secured tele-calling teams and field network teams” to achieve Business targets, largely focusing on our existing customer base with prior organizational footprints.

Role & responsibilities

Northern Arc Capital, a prominent NBFC has distinct footprint into D2C secured retail lending business, operating from 84 branches. Our branch network has differentiated sourcing (sales) and fulfilment teams (Credit and operations). Branch sourcing is driven through a feet on street (FOS) coverage model, where the FOS does extensive solo market coverage as well as woks with a population of connectors.

With the Alternate Channel, we are building a phone call center focused on the origination network, which will:

1. Encompass one or more secured tele-calling set-ups.
2. The unit aims to drive cross-selling of retail secured loan products to our large existing customer base. It will have a fully data secured CRM process, integrating seamless with the fulfilment unit.

3. The unit will get support from existing retail branches’ fulfilment teams (Credit and operations).

4. The Alternate Channel head, role will encompass the following:

• One or more secured tele-calling set-ups.
• The unit will drive cross-sell business of retail secured loan products to our large existing customer base. It will have a fully data secured CRM process, integrating seamless with the fulfilment unit. The unit will get support of existing retail branches’ fulfilment teams (Credit and operations).

The incumbent will ensure:

i. Scale up and running of the origination call centre channel.

ii. Round the year operations, Sales productivity, effective rewards program and upskilling of the

team of the “Phone relationship Managers”.

iii. Meeting sales, revenue and profitability target of the unit.

iv. Set up independent or branch led fulfilment unit for the business- PAN India. leverage

technology for the cost-effective field fulfilment key responsibilities. v. Develop and maintain a

watertight CRM, prioritizing data security, source code accountability.

Preferred candidate profile

• 10+ years of experience in financial services, preferably in retail lending, channel management, or sales leadership.
• Proven track record in managing tele-calling and field teams, with expertise in cross-selling financial products like LAP.
• Strong background in CRM systems and technology-driven processes.

Experience in pan-India operations, team setup across geographies, and cost optimization