Senior Manager/AVP - Operations Support and Performance Management

Key Responsibilities

1. Campaigns creation and lead management for Cross-Sell

• Identify and assign leads strategically across various campaigns to maximize engagement and conversion opportunities.
• Lead the end-to-end planning and execution of bank-wide campaigns aimed at driving cross-sell of products and services through digital, phygital and physical approach
• Continuously monitor campaign performance metrics across call center, sales teams and sub channels (If any) and adapt strategies to optimize return on investment (ROI).

2. Creating and Monitoring Evaluation PMS Elements for Cross-Sell

• Design, develop, and maintain comprehensive Performance Management System (PMS) tools tailored to cross-sell objectives, including scorecards, dashboards, and evaluation frameworks.
• Track, analyze, and update individual and team performance metrics aligned with cross-sell KPIs to ensure accountability and progress.
• Deliver insightful, data-driven recommendations to leadership and sales teams to support informed decision-making and performance enhancement.

3. Inter-Departmental Coordination

• Facilitate seamless collaboration among Sales, New Business (NB), Underwriting (UW), and other key departments to ensure an efficient and integrated login-to-issuance process
• Serve as the primary liaison connecting Sales, NB, and UW teams to align goals, synchronize workflows, and drive operational synergy
• Proactively identify, address, and resolve process bottlenecks and challenges through effective communication and problem-solving across functions

4. Sales Team Support

• Provide operational guidance, tools, and solutions to address challenges encountered by the sales teams, enhancing their effectiveness.
• Conduct regular feedback sessions with field personnel to capture pain points and implement targeted, actionable improvements.
• Collaborate closely with Sales and NB teams to ensure that field team requirements and expectations are fully understood and met.

5. Process Optimization & Performance Monitoring

• Develop and enforce robust Standard Operating Procedures (SOPs) designed to elevate operational efficiency and consistency.
• Monitor key performance indicators and operational metrics rigorously to ensure compliance with service level agreements (SLAs) and delivery timelines
• Utilize data-driven insights to recommend and implement continuous process improvements aimed at reducing turnaround times and enhancing quality.

6. Leadership & Team Management

• Lead, mentor, and inspire a team of operations support professionals to consistently achieve and exceed departmental objectives.
• Cultivate a high-performance culture rooted in accountability, collaboration, and ongoing professional development.
• Drive initiatives that promote continuous improvement and foster an engaged, motivated team environment