- 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, 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