This position is open with Bajaj Finance Ltd. Culture anchors include: Work Hard - Consistently puts in effort and plans and tracks daily progress to achieve targets; Execute with rigor - Takes responsibility for meeting targets with focus and effort; Own It - Maintains honesty and fairness in all interactions in line with the organization's policies; Act with Integrity.
Duties and Responsibilities
- Responsible for sales activities through call-center for Banking / non-banking products
- Campaign management for call-centre.
- Data Management Vendor management.
- Managing growth and profitability of Personal Loan Telebinding Channel in PLCS
- COA management
- Conceptualize and develop promotional campaigns for all the channels
- Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
- Measure productivity and implement training measures to bridge the gap to achieve required productivity
- Initiate and lead various process enhancement and system development projects for both the channels
- Identify process improvement areas and re-engineer the existing processes to bring efficiency reduce cost
- Monitoring performance and suggest corrective action for key business metrics
- Monitoring performance and suggest corrective action for product and portfolio performance
- Monitoring performance and suggest corrective action for employee Call Centre teams productivity
- Monitoring performance and suggest corrective action for compliance, policies, guidelines processes
- Resolve all customer escalation and queries related to both the channels
- Systems Understanding Data Analysis:
- Understanding of CRM lending system - Salesforce.com / UNICA
- Understanding of campaign management in Dialer
- Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements
- Tracking all important matrix of business on regular basis
- Initiate request and coordinate with IT COE for any current requirement related to system enhancement
- Need to have excellent excel and PowerPoint skills
Required Qualifications and Experience
- 1) Responsible for sales activities through call-center for Banking / non-banking products
- 2) Campaign management for call-centre.
- 3) Data Management Vendor management.
- 4) Managing growth and profitability of Personal Loan Telebinding Channel in PLCS
- 5) COA management
- 6) Conceptualize and develop promotional campaigns for all the channels
- 7) Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
- 8) Measure productivity and implement training measures to bridge the gap to achieve required productivity
- 9) Initiate and lead various process enhancement and system development projects for both the channels
- 10) Identify process improvement areas and re-engineer the existing processes to bring efficiency reduce cost
- 11) Monitoring performance and suggest corrective action for: Key business metrics
- 12) Product and portfolio performance
- 13) Employee Call Centre teams productivity
- 14) Compliance, policies, guidelines processes
- 15) Resolve all customer escalation and queries related to both the channels
- 16) Systems Understanding Data Analysis:
- 17) Understanding of CRM lending system - Salesforce.com / UNICA
- 18) Understanding of campaign management in Dialer
- 19) Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements
- 20) Tracking all important matrix of business on regular basis
- 21) Initiate request and coordinate with IT COE for any new requirement related to system enhancement
- 22) Need to have excellent excel and PowerPoint skills