VP / SVP – Contact Center Sales & Operations

Preferred Location: Hyderabad

Coverage: Andhra Pradesh | Telangana | Tamil Nadu | Karnataka

Base Location: Hyderabad

Work Week: 6 Days a Week

Reporting To: BFSI CBO

Role Overview

We are looking for a senior business leader to take end-to-end ownership of Contact Center Sales & Operations across South India, with a strong focus on building and scaling high-performance inside sales, digital sourcing and partner-led contact center channels for Loans and Cards.

The role will be responsible for regional P&L;, business growth, contact center sales, operational efficiency, productivity, conversion, quality, compliance and customer experience across Andhra Pradesh, Telangana, Tamil Nadu and Karnataka.

The ideal candidate should have strong experience in building, scaling and managing large contact center sales operations, with the ability to drive revenue through technology-enabled, data-led and highly productive inside-sales ecosystems.

Key Responsibilities

- Build & Scale Contact Center Sales

- Build and scale a high-performance Contact Center Sales organisation for Loans and Cards across South India.
- Own the complete sales funnel from lead generation, calling, qualification, conversion, activation and customer onboarding.
- Drive sales productivity, conversion, revenue, quality and customer experience.
- Establish strong calling processes, sales scripts, lead allocation and performance-management mechanisms.
- Leverage technology, analytics, CRM and automation to improve sales productivity and channel economics.

2. Contact Center Operations
- Own end-to-end Contact Center Operations and Sales performance across the region.
- Manage workforce planning, capacity, staffing, rosters, productivity and operational efficiency.
- Define and monitor key metrics including AHT, connect rate, conversion, sales per FTE, occupancy, adherence, quality and revenue productivity.
- Build robust MIS,



dashboards and governance mechanisms for daily, weekly and monthly performance tracking.
- Continuously identify opportunities to improve processes, productivity and cost efficiency.

3. Digital & Inside Sales
- Develop scalable digital-led inside sales models for Loans and Cards.
- Integrate digital leads with Contact Center Sales to maximize lead-to-sale conversion.
- Build data-driven lead allocation, prioritization and follow-up models.
- Improve conversion through analytics, segmentation, customer journeys and technology-enabled interventions.
- Own channel economics and ensure sustainable acquisition costs.

4. Partner / Referral-Led Contact Center Business
- Build and manage a scalable Partner / Referral ecosystem supporting Contact Center Sales.
- Identify, onboard and activate sourcing and referral partners.
- Develop operating models for partner-generated leads and Contact Center conversion.
- Design effective incentive and variable-pay structures to drive quality business.
- Monitor partner productivity, lead quality, conversion and commercial performance.

5. Regional P&L; & Business Ownership
- Take complete ownership of regional P&L; and business performance across AP, Telangana, Tamil Nadu and Karnataka.
- Own revenue, sourcing volumes, conversion, productivity, cost of acquisition and channel profitability.
- Drive business targets through Contact Center, Inside Sales, Digital and Partner-led channels.
- Work closely with Product, Technology, Risk, Quality, Compliance and Operations teams to deliver business objectives.




- Build a scalable regional operating structure and strong leadership team.

6. Build High-Performance Leadership & Operating Ecosystem
- Build and lead a strong Contact Center Sales & Operations leadership team across South India.
- Develop performance-oriented culture with clear accountability and measurable KPIs.
- Drive recruitment, training, capability building and succession planning for the sales and operations organisation.
- Establish strong governance, review mechanisms and performance dashboards.
- Ensure adherence to regulatory, compliance and quality standards across all customer interactions.

Ideal Candidate Profile
- Senior leadership experience in BFSI, Digital Lending, Cards, Consumer Finance, Payments or related financial services.
- Strong experience in Contact Center Sales, Inside Sales and Contact Center Operations.
- Proven track record of building and scaling large, high-volume sales/contact center operations.
- Strong P&L; ownership with experience managing revenue, productivity and operating costs.
- Experience managing large teams across multiple locations/states.
- Strong understanding of digital sourcing, telesales, inside sales, lead management, CRM and contact center technology.
- Experience in Loans, Cards, Consumer Lending, Payments or similar financial products will be preferred.
- Strong understanding of South India markets, particularly AP, Telangana, Tamil Nadu and Karnataka.
- Robust commercial, analytical, execution and people-leadership capabilities.
- Candidates who have built Contact Center businesses from the ground up or significantly scaled existing operations will be preferred.

Location

Hyderabad preferred, with responsibility for Contact Center Sales & Operations across Andhra Pradesh, Telangana, Tamil Nadu and Karnataka.

Work Schedule: 6 Days a Week

Reporting To: BFSI CBO

How to Apply

Interested candidates may share their CV at:

[email protected]

📌 Vice President of Sales (Hyderabad)
🏢 Netambit
📍 Hyderabad