Operations Lead

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