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JOB TITLE : Lead-Outbound Phone Banking GRADE : VP-I DEPARTMENT : Phone Banking LOCATION : Bangalore ROLE PURPOSE & OBJECTIVE Manage the end-to-end operations of the Out-bound unit; including selecting, onboarding and managing team on an ongoing basis to drive productivity and operational efficiency Provide regular reports on Outbound call performance, analyze data trends and offer insights to management for strategic decision - making Managing Projects, Campaigns related to Sales, Service & VRM Coordinate with business teams to strategize sales and service via call campaigns FINANCIAL SIZE 5.5 Cr Opex budgets. 500-600 Cr in Sales value. Manage a team of 120+ officers NON-FINANCIAL SIZE 6 to 8 Team Leaders & Specialists 2 contact centre units and subject to expansion 2.40 lakhs customer Interaction/Month (Sale & Service) Compliance with RBI, IRDA, TRAI and DoT regulations Vendor management Co-ordinating with Business team for business expansion. KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business Develop and execute effective strategic plans to achieve business objectives, aligning sales efforts with overall Ujjivan Small Finance Bank goals. Manage and oversee all outbound activities, including lead generation, sales presentation, sales negotiations, Campaigns, service sales & VRM. Develop, evaluate, and monitor Outbound contact center Assume overall responsibility for all Outbound operations and Meet set targets and benchmarks Provide technical training and support to the team Customer Achieve key SLAs for customer service at for out-bound phone banking Make competitive comparisons of competitors prices and services and providing business insights to the stakeholders. Keep abreast of sales trends and changes within the industry. Internal Process Formulate SLAs, policies and procedures (SOPs) for out-bound phone banking pertaining to call scripts, customer calling protocol etc.; oversee effective implementation of the same to ensure efficiency in day-to-day operations Generate sales opportunities and close sales by educating, qualifying, and presenting products and services to prospective stakeholders Oversee outbound Specialist, Team leaders and officers Review reports from Internal audit / risk team to identify repeat areas of non-compliance and ensure related closures Inform and collaborate within and across departments to drive overall sales targets Drive customer acquisition strategies through outbound campaigns Conduct market research, and competitor analysis Learning & Performance Implement training programs to enhance the skills and knowledge of sales team, keeping them informed about product updates and industry best practices Ensure adherence to training man-days/ mandatory training programs for self and reportees. Ensure goal-setting, midyear-review and annual appraisal process happens within specified timelines for self and reportees Monitor performance of staff against the defined goals/ metrics and take corrective action wherever required. Inculcate sales and service culture through trainings, upskilling, incentive, rewards & recognition programs. Educational Qualifications Graduate with good Sales experience, Analytical skills and experience in managing Out-Bound contact center Operations Experience (Years and Core Experience Type) 13-18 years of experience; preferably in BFSI/NBFC domain Should have experience in team handling in sales of banking products Certifications Candidates with suitable certification in Banking, Stakeholder management and sales management will be given priority Functional Skills Strategic Thinking Sales expertise Stakeholder Management Business acumen Knowledge of compliance and risk requirements Data Analysis SLA adherence Knowledge of sales force Technology proficiency Result oriented Behavioral Skills Decision Making Leadership Negotiation Skills Team Management Customer Focus Delegation Continuous Learning Competencies Sales Strategy development Revenue Generation Stakeholder Management Market Knowledge Innovation and adaptability Show more Show less
