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Role/ Job Title: Product Sales Lead-Cross Sell

Function/ Department: Cross Sell

Key / Primary Responsibilities -

 Manage Outbound Call Center who is responsible to generate business for Cross Sell of various products. Generate interest of customers who are pre-approved for Bank’s financial services through call center.

 Understand call center management along with strong knowledge on the mechanism of technology as to how the dialer in call center helps grow the business rapidly. Since without this technology operation the call centers cannot be operated. Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines)

Also they would be managing approximately 1000+ employee outsourced/captive call center staff with their respective hierarchy and relationship as well with the vendor,

hence strong people management & Interpersonal skills are a mandate.

 Align with business budget monthly, quarterly and yearly and design strategy to deliver the business.

 Analytics management – Database management to gauge the output and align dialing strategies for better output.

 Develop strategy to deliver qualitative business using triggers like – Incentives,

Customer Experience, Attrition management.

 Increased call center business output, while maintaining call procedures for maximum effectiveness.

Secondary Responsibilities -

 Design review mechanism at every layer to understand the pulse and define strategies





Conduct performance reviews periodically for better deliveries

Responsible to manage complete hierarchy of Outsourced call center through strong relationship management.

 Maintaining & approving call center billing month on month and driving efficiencies to lower the cost.

 Skilled to create performance matrix for a review with Bank’s Leadership team.

 Skilled to manage technical queries encountered in day to day call center operations and resolve the same with internal & external stake holders.

 Identify process weaknesses to improve sales with quality.

 Robust process orientation on daily business delivery.

 Facilitate call center workflows, processes, and procedures.

Managerial & Leadership Responsibilities –

 Strong team player.

 Demonstrates Managerial effectiveness and helps the team to develop the same.

 Defines strategy and participate with team to help deliver the business month on month.

 Provide team members monthly training regarding call center policies and procedures and data handling and systems training.

Education Qualification

Graduation: Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts /

Science / Biology / Business / Computers / Management

Post-graduation: MBA/PGDM in Marketing

Experience: 10-12 Years of Experience in sales. Candidates having experience in Call Center

📌 IDFC Bank- Product Sales Lead Cross Sell, Thane (Mumbai)
🏢 Acura Solution
📍 Mumbai