Job title: Channel Head - (TRM)

Location: New Delhi

Reports to: Head- Customer Service, Alternate Channels Channel Head - (TRM) will be responsible for driving end-to-end strategy, transformation, and growth of the tele-led customer engagement and revenue channel. This role will own P&L; for the TRM channel and lead large-scale teams to deliver best-in-class customer experience, sales outcomes, and operational excellence.

A critical aspect of this role is to leverage AI, automation, and data analytics to transform traditional tele-calling into a next-generation, insight-driven customer engagement engine.

Strategic

Leadership & Business Ownership

Define and lead the long-term vision and strategy for the TRM channel aligned with organizational growth objectives

Own P&L; for the tele-sales and customer engagement channel

Identify emerging opportunities to scale revenue through digital-assisted tele-sales and hybrid engagement models

Act as a key member of the leadership team, contributing to enterprise-wide growth and customer strategy AI-Led Channel Transformation

Drive adoption of AI-powered tools such as: Predictive lead scoring and prioritization

Intelligent diallers and conversation analytics

AI-driven recommendation engines for cross-sell/upsell

Speech analytics for quality monitoring and sentiment analysis

Partner with Data Science and Tech teams to build next-gen TRM capabilities (chatbots, voice bots, co-pilots for agents)

Use AI insights to improve conversion rates, agent productivity, and personalization at scale

Champion a data-first culture across the TRM organization Revenue Growth & Customer Lifecycle Management

Drive acquisition, retention, cross-sell, and upsell via the tele channel

Design data-driven campaigns to maximize customer lifetime value (CLTV)

Optimize funnel metrics including connect rates, conversions, revenue per agent, and cost per acquisition

Collaborate with Marketing, Product, and Digital teams to execute integrated customer journeys Large-Scale Team Leadership

Lead and scale a high-performing team of TRMs,



team leaders, and managers

Build leadership depth, succession planning, and talent development frameworks

Drive a culture of performance, continuous learning, and innovation

Implement structured coaching and capability-building initiatives Customer Experience & Quality Excellence

Establish TRM as a customer-centric engagement channel delivering superior experiences

Leverage AI-driven quality monitoring and real-time coaching tools

Improve NPS/CSAT through personalized and contextual conversations

Ensure strict adherence to compliance, regulatory, and quality standards Operational Excellence & Digital Enablement

Drive efficiency using automation, CRM optimization, and workflow digitization

Implement smart workforce planning using predictive analytics

Continuously improve call scripts, engagement strategies, and operational playbooks

Build scalable processes to support rapid growth and evolving business needs Stakeholder & Ecosystem Management

Partner with Sales, Marketing, Product, Analytics, and Technology teams to drive outcomes

Influence senior stakeholders with data-backed insights and performance dashboards

Manage external vendors, telephony partners, and technology providers

Act as the voice of the TRM channel in leadership forums Education MBA / PGDM in Finance or Marketing (Tier 1 / Tier 2 preferred) Work Experience

12–18 years of experience in Tele Sales / Inside Sales / Customer Engagement / Contact Center leadership

Proven track record of managing large-scale teams and revenue ownership

Experience in BFSI, fintech, telecom, e-commerce, or high-growth consumer businesses

Demonstrated experience in digital transformation or AI-led initiatives Desired Behavioral / Functional Traits Strategic thinking with strong business and financial acumen

Deep expertise in tele-sales and customer lifecycle management

Robust understanding of AI/ML applications in customer engagement

Exceptional leadership and stakeholder management skills

Data-driven decision-making and problem-solving mindset

Ability to drive large-scale transformation and change management

📌 Channel Head - Tele Relationship Manager (New Delhi)
🏢 IndusInd Bank
📍 New Delhi