- Experience in campaign management for call centers, proficiency with Salesforce.com/UNICA CRM systems, and strong data analysis skills
- Manage sales activities and campaign execution for banking/non-banking products, lead call center teams to achieve targets, drive process improvements and system enhancements, resolve customer escalations
Job Summary
This position is open with Bajaj Finance Ltd.
Culture anchors: 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 organizational policies
- Act with integrity.
Responsibilities
- Responsible for sales activities through call centers for Banking / non-banking products.
- Campaign management for call center.
- Data management; vendor management.
- Managing growth and profitability of the Personal Loan Telebinding Channel in PLCS.
- COA management.
- Conceptualize and develop promotional campaigns for all channels.
- Drive the call center team to achieve sales targets and conduct regular reviews with the team to ensure the business plan is executed.
- Measure productivity and implement training measures to bridge the gap and achieve required productivity.
- Initiate and lead various process enhancement and system development projects for both channels.
- Identify process improvement areas and re-engineer the existing processes to bring efficiency and reduce cost.
- Monitoring performance and suggesting corrective actions for: key business metrics; product and portfolio performance; employee - Call Centre teams productivity; compliance, policies, guidelines, processes.
- Resolve all customer escalations 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 important metrics of the business on a regular basis.
- Initiate request and coordinate with IT COE for any new requirement related to system enhancement.
- Need to have excellent Excel and PowerPoint skills.
Required Qualifications and Experience
- Responsible for sales activities through call-centre for Banking / non-banking products.
- Campaign management for call-centre.
- Managing growth and profitability of Personal Loan Telebinding Channel in PLCS.
- 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 recent requirement related to system enhancement
- Need to have excellent excel and PowerPoint skills