Job title: Channel Head - (TRM)
Location: Recent Delhi
Reports to: Head- Customer Service, Alternate Channels

Job Description

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

📌 Channel Head (New Delhi)
🏢 IndusInd Bank
📍 New Delhi