Team Leader - Credit Card EMI Conversion

Job Title: Team Leader - Credit Card EMI Conversion

Department:

Position Overview

The Team Leader will manage and guide a team of customer service representatives responsible for proactively contacting credit card customers to convert their outstanding balances into Equated Monthly Installments (EMI) at nominal processing fees. This role requires strong leadership, coaching abilities, and a results-driven approach to achieve conversion targets while maintaining excellent customer service standards.

Key Responsibilities

Team Management & Leadership

• Lead, mentor, and motivate a team of 15-20 customer service representatives to achieve individual and team conversion targets
• Conduct daily team huddles to review targets, share best practices, and address challenges
• Monitor team performance through real-time dashboards and provide immediate feedback and coaching
• Manage team schedules, attendance, and leave planning to ensure adequate floor coverage
• Foster a positive, collaborative team environment that encourages high performance

Performance Management

• Set clear performance expectations and KPIs for team members including conversion rates, call quality, and customer satisfaction scores
• Conduct regular one-on-one performance reviews and coaching sessions
• Identify skill gaps and arrange training sessions to improve team capabilities
• Implement corrective action plans for underperforming team members
• Recognize and reward top performers to maintain motivation

Operational Excellence

• Monitor daily calling activities, ensuring adherence to calling scripts, compliance guidelines, and quality standards
• Review call recordings to assess quality, identify training needs, and ensure regulatory compliance
• Track and analyze team metrics including call volumes, conversion rates, average handling time, and customer feedback
• Prepare daily, weekly, and monthly reports on team performance for senior management
• Ensure proper documentation of all customer interactions in the CRM system

Customer Experience

• Handle escalated customer queries and complaints professionally and efficiently
• Ensure team members maintain a customer-centric approach while achieving sales targets
• Monitor customer feedback and implement improvements to enhance customer satisfaction
• Ensure all communications comply with fair practices code and regulatory requirements

Sales & Conversion Strategy

• Develop and implement strategies to improve EMI conversion rates
• Analyze customer data to identify high-potential leads and optimize calling strategies
• Collaborate with marketing and product teams to understand product features and promotional offers
• Share market insights and customer feedback with management to refine product offerings

Compliance & Risk Management

• Ensure team adherence to all regulatory requirements, internal policies, and ethical standards
• Maintain strict confidentiality of customer information
• Ensure proper disclosure of terms, conditions, and fees to customers
• Conduct periodic compliance audits of team activities

Required Qualifications

Education:

Experience:

• 4-6 years of experience in banking/financial services, preferably in credit cards, collections, or sales
• Minimum 2 years of team leadership or supervisory experience
• Proven track record of achieving sales/conversion targets

Skills & Competencies

Leadership Skills

Technical Skills -

Communication Skills / Language Proficiency

• Excellent verbal and written communication skills
• Ability to communicate financial concepts in simple terms
• English language is a must

Working Conditions

• Full-time onsite position

  Role & responsibilities

Preferred candidate profile