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Operations Lead

7 - 9 years

12 - 14 Lacs

Posted:23 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Responsibilities

Team Leadership and Management,

  • Lead, supervise, and motivate the tele calling team to achieve operational and sales targets.
  • Recruit, train, and mentor tele calling agents to enhance performance and maintain high-quality customer interactions
  • Monitor daily team operations, provide feedback, and implement coaching to improve productivity and customer experience 

Target Achievement and Performance Monitoring

  • Set clear MoM targets for tele calling campaigns related to CC, PL, and business loans.
  • Track and analyse key performance indicators (KPIs) such as call volumes, conversion rates, collection targets, and customer satisfaction. 
  • Develop and implement strategies to meet or exceed sales and operational goal

Stakeholder Managemen

  • Maintain regular communication and collaboration with internal stakeholders such as sales, marketing, finance, and product teams to align operational efforts with business objectives.
  • Manage relationships with external partners or vendors
  • Conduct operational review meetings and report performance metrics to senior management 

Process Improvement and Compliance

  • Develop and implement operational processes and best practices to optimize tele calling efficiency and effectiveness.
  • Ensure compliance with company policies, regulatory requirements, and quality standards. 

Reporting and Analysis

  • Prepare and present detailed reports on team performance, sales achievements, and operational challenges.
  • Use data analytics to identify trends, areas for improvement, and opportunities for growth.
  • Collaborate with senior management to refine strategies based on insights

Customer Experience and Quality Assurance

  • Ensure the tele calling team delivers a positive customer experience aligned with company values.
  • Implement quality assurance measures to maintain high service standards.
  • Address escalated customer issues and ensure timely resolution

Requirements:

  • 5+ years of Exp as Team lead for CC, PL, BL preferred from digital distribution channels
  • Team leadership and people management
  • Loan processing and credit evaluation
  • Customer relationship management
  • Performance monitoring and reporting
  • Product knowledge for various fi and lenders
  • Problem-solving and decision-making

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Muthoot FinCorp ONE
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