Culture Anchor: Work Hard - Consistently puts in effort. 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 organization's policies.
Act with Integrity.
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
Product and portfolio performance
Employee - Call Centre teams productivity
Compliance
Qualifications
Monitoring performance and suggest corrective action for:
Compliance, policies, guidelines processes
Resolve all customer escalation and queries related to both the channels
Systems understanding and 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 key metrics of business on a regular basis
Initiate request and coordinate with IT COE for any recent requirement related to system enhancement
Need to have excellent Excel and PowerPoint skills