Head Of Call Center

1 day ago

Uncha Samana, India Indifi Full time
Position TitleSales Head – Lending operations Background and ExpectationPosition Title : Vice President Team : 550+ Strong workforce spread across core sales, operations, training & quality.Location : Gurugram, India Reporting to : Chief Growth officerIndifi is currently experiencing a significant turning point in its growth trajectory. The monthly disbursals grew by 70% last year to ~ INR 200 crores and it aims to further increase this number to INR 350 crores per month.As Indifi moves towards its next-level of growth, the need is to on board a young, ambitious, dynamic and very hands-on Sales head who is agile, outcome focused and possesses a strategic mindset.The individual in this position will be expected to contribute predominantly in driving a large out-bound sales team, and achieve the key business outcomes like sales conversion, sales productivity metrics, meeting stakeholders expectation, identifying opportunities to improve sales funnel at various stages etc.The person in this role should be motivated by achieving results and be willing to take well-informed decisions supported by data. The qualities of resilience and entrepreneurial mindset are also crucial attributes that will contribute to the success of this role.Organization Structure -7 DRs (Sr.Mgr/Mgr)60 Dynamic Sales Leaders (AMs/TLs/SMEs)500 Strong Frontline workforce10 Member Strong Training & Quality Team Key responsibilitiesFunctional responsibilitiesDriving large Sales fulfillment function ( outbound call center) Strategize and implement the outbound tele sales operations and improving key metrics like first time to connect, lead conversion etc.Develop and execute strategic plans to achieve retail lending goals, including loan origination targets, profitability objectives, and customer satisfaction metricsSet clear sales objectives and create action plans to achieve them. Monitoring sales performance against targets, analyzing key metrics and implementing corrective actions when necessaryPreparing and maintaining regular reports detailing sales achievements, pipeline status and market insights for management reviewManage regular Forecasting and solve for team management issues in order to align the business’s efforts, avoid conflict of interests, and enable the achievement of business’s overall goals and targetsWork closely with management on curbing the cost and increase the profitability of the sales as a function through effective changes in the current process and also with new initiativesOversee operations, compliance, training and implementation procedures to prevent fraudRecommending and leading new market opportunities within the credit marketMonitor and analyze market trends and competitor activities to identify opportunities for product and process enhancements that will drive business growthDriving process efficiencies - Keeping the team tracking to planned conversion rates for the month across Sales funnel and look for ways of improving themPerformance Management - BQ performance, Training, Quality audits. Taking actions basis inputs received Stakeholder management Collaborate with cross-functional teams such as marketing, BD, credit to develop and launch new loan products and improve existing loan offerings to maintain a competitive edgePrepare and present regular reports on lending performance including volumes, portfolio quality and profitability to the senior managementWork closely with other department heads like Analytics/Credit/Operations/and advise on sales strategies Team DevelopmentParticipate in the recruitment process to identify the right talent Build a high-performing team.Participate in employee engagement and communication programs such as townhalls to motivate/ engage with the team, and keep them updated on various activities, changes, and progress made in the organization to enhance belongingness.Compliance and ControlEnsure compliance to the policies, procedures and regulatory requirements Ensure meeting all quality, compliance & regulatory norms with respect to individual products & sales processes. IRDA, RBI, TRAI etc norms.Provide ethical leadership and create an ethical environment. Promote individual integrity and fulfill social responsibility objectives and imperatives. Profession Experience and QualificationThis is an extremely important appointment and requires a young and energetic leader with proven track-record in leading a growth-oriented and profitable line of business.Work ExperienceOverall experience of 15+ years, with at least 10+ years of experience in BFSI sectorExperience in driving large outbound telesales operationHands-on approach critical to ensure success in the Indifi ecosystem.High business acumen backed by a strong analytical mindset.In-depth understanding of the industry – trends & benchmarks.Experience in implementing CRM, Dialer etc and bring sales efficienciesShould have managed large diverse teams with hands-on ability to drive motivation till the last mile;

Ability to provide a supportive working environment, based on openness, trust and regular performance reviews.Comfortable working in start-up-like culture with a high focus on business results both short and long-term.Strong execution orientation with agility – needs to be able to get things done, and fast. Product Judgement - Have an in-depth understanding of what makes a user experience good or bad, and strong intuition for what people want to do.Excellent verbal & written communication skills, good presentation skillsHigh energy levels and decision-making capabilities that support robust execution of plans.Education:Postgraduate in business management from a tier 1 or tier 2 institute is preferred.

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