Job title: Channel Head - (TRM)

Location: Current 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 D

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