Operations Manager

4 days ago

Bengaluru, Karnataka, India GoodScore Full time

Company Overview:

GoodScore is on a mission to make financial literacy and credit access simple, actionable, and inclusive for over 150 million Indians who are credit-underserved.

From starting personalized credit consulting in 2023 to now, empowering over 1 million users to take control of their credit health, we are one of India's fastest-growing credit score & credit management apps.

We are backed by top VC funds in India, ranked among the top 10 finance apps in India, and are on a 1x to 100x journey. We're building a team that shares our vision of transforming how India manages credit.

Role Overview:

The Operations Manager will be directly responsible for meeting monthly sales targets through large-scale telecalling operations. The ideal candidate has a consistent, proven track record of achieving or exceeding sales targets month-on-month and has experience in building, managing, and scaling large inside sales teams in a high-growth, high-pressure environment.

Key Responsibilities:

Sales Target Ownership & Delivery

  • Take full ownership of revenue targets and ensure consistent achievement month over month.
  • Closely monitor sales funnel metrics, call volumes, conversions, and productivity KPIs.
  • Motivate, guide, and enable the team to drive daily performance and maintain a winning mindset.

Team Leadership & Scaling

  • Lead and manage a growing team of 200–500+ telecallers through a structured hierarchy of Team Leaders, QAs, and Trainers.
  • Build a performance-driven culture with clear KPIs, real-time feedback, and result-linked incentives.
  • Rapidly scale up the team in coordination with recruitment and training teams.

Process Excellence & Productivity

  • Implement structured SOPs, talk tracks, and quality guidelines to ensure process consistency.
  • Optimize lead distribution, dialer strategy, and CRM efficiency for maximum conversions.
  • Use data-driven insights to identify gaps and take corrective actions swiftly.

Performance Management & Coaching

  • Review daily, weekly, and monthly team/individual performance and intervene when needed.
  • Conduct regular huddles, performance reviews, and targeted coaching sessions for low performers.
  • Drive adoption of sales best practices across the team.

Compliance & Governance

  • Ensure 100% adherence to regulatory and internal compliance standards across all sales activities.
  • Address customer escalations and ensure resolution within defined SLAs.

Reporting & Cross-functional Collaboration

  • Deliver detailed performance reports and forecasts to leadership.
  • Collaborate with Product, Marketing, Tech, and HR teams to align operational goals with broader business strategy.

Requirements:

  • Education: B.Tech / Quant graduate (MBA preferred) from Tier 1 and Tier 2 colleges
  • Experience: 8–12 years in telesales/inside sales leadership, preferably in EdTech, FinTech, BFSI, eCommerce
  • Proven Record: Must have consistently met or exceeded sales targets in previous roles.
  • People Management: Experience managing large teams (200+ agents) and scaling to 500+.
  • Analytical Skills: Strong data orientation with the ability to derive insights and take swift action.
  • Tech Savvy: Familiar with dialers (Ameyo, Exotel, Tata Tele), and Excel/Google Sheets.
  • Mindset: High ownership, target-driven, thrives under pressure, and is comfortable in fast-moving environments.

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