Position: Sr. Associate- Product- Cross Sell
Department: Cross Sell
Reports To: Lead Anchor - Cross Sell
Location: Gurugram

Role Overview:

The Product Manager - Cross Sell will own the end-to-end performance of cross-sell products across call center channels. The role is responsible for driving business growth, improving customer conversion, managing call center partners, optimizing customer journeys, and leveraging analytics to maximize penetration, conversion, and revenue.

The incumbent will act as the single point of contact between Product, Business, Operations, Digital, Technology, Analytics, and Call Center partners to ensure seamless execution of cross-sell programs and achievement of key business objectives.

Key Responsibilities:

1. Business & Product Ownership

- Drive portfolio growth and revenue for cross-sell products across telesales channels.

- Define product strategy, campaigns, customer targeting, and business priorities.

- Monitor key KPIs including Penetration %, Conversion %, DI Count, Revenue, Connect Rate, Cost per Acquisition, and Productivity.

2. Customer Journey & Process Optimization

- Design and optimize customer journeys across lead allocation, calling, application, approval, and disbursement stages.

- Identify process bottlenecks and recommend enhancements to improve customer experience and conversion.

- Partner with Digital, Operations, and Technology teams for journey automation and process simplification.

- Develop business dashboards and MIS for leadership reviews.

- Conduct deep-dive analyses to identify trends, customer behaviour, and performance gaps.

3. Quality, Compliance & Customer Experience

- Ensure adherence to regulatory, compliance,



and quality standards across calling operations.

- Monitor call quality, script adherence, customer complaints, and audit observations.

- Drive continuous improvement initiatives to enhance customer engagement and sales effectiveness.

4. Product Enhancement & Innovation

- Gather customer and operational feedback to identify product enhancement opportunities.

- Prepare business requirements (BRDs/PRDs) for new product features and process improvements.

- Support UAT, implementation, and post-launch performance tracking.

- Drive adoption of digital tools, AI-led calling solutions, and automation initiatives.

5. Partner & Stakeholder Management

- Act as the primary business interface for call center partners, technology teams, and internal stakeholders.

- Ensure alignment on business objectives, resource planning, and campaign execution.

- Conduct regular governance reviews with senior management and vendors.

Desired Qualifications & Experience:

- MBA / Post Graduate in Marketing, Finance, Operations or related discipline.

- 5-8 years of experience in Product Management, Cross Sell, Telesales & Retail Lending.

- Strong analytical skills with proficiency in Excel, SQL, Power BI/Tableau preferred.

- Experience managing outsourced call center partners and sales channels.

- Robust stakeholder management, communication, and project management skills.

- Prior experience in BFSI, Fintech, Personal Loans, Credit Cards, or Consumer Lending preferred.

Job Snapshot

Updated Date

06-10-2026

Job ID

JOB_2608

Department

Retail Finance

Location

Corporate Office - DLF Downtown, Gurugram, Haryana, India

Employee Type

Permanent

📌 Sr. Associate Product - Cross Sell (Gurugram)
🏢 Hero FinCorp
📍 Gurugram