Lead-Outbound Phone Banking

1. POSITION DESCRIPTION

JOB TITLE

Lead-Outbound Phone Banking

GRADE

VP-I

DEPARTMENT

Phone Banking

LOCATION

HO

SUB-DEPARTMENT

TYPE OF POSITION

Full Time

REPORTS TO

National Manager-Phone Banking

REPORTING INTO

1. Specialist-Outbound Phone Banking

2. Team Leader – Virtual Relationship Management

1. ROLE PURPOSE & OBJECTIVE

• Manage the end-to-end operations of the Out-bound unit; including selecting, onboarding and managing team on an ongoing basis to drive productivity and operational efficiency

• Provide regular reports on Outbound call performance, analyze data trends and offer insights to management for strategic decision - making

• Managing Projects, Campaigns related to Sales, Service & VRM

• Coordinate with business teams to strategize sales and service via call campaigns

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• 5.5 Cr Opex budgets.

• 500-600 Cr in Sales value.

• Manage a team of 120+ officers

• 6 to 8 Team Leaders & Specialists

• 2 contact centre units and subject to expansion

• > 2.40 lakhs customer Interaction/Month (Sale & Service)

• Compliance with RBI, IRDA, TRAI and DoT regulations

• Vendor management

• Co-ordinating with Business team for business expansion.

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

• Develop and execute effective strategic plans to achieve business objectives, aligning sales efforts with overall Ujjivan Small Finance Bank goals.

• Manage and oversee all outbound activities, including lead generation, sales presentation, sales negotiations, Campaigns, service sales & VRM.

• Develop, evaluate, and monitor Outbound contact center

• Assume overall responsibility for all Outbound operations and Meet set targets and benchmarks

• Provide technical training and support to the team

Customer

• Achieve key SLAs for customer service at for out-bound phone banking

• Make competitive comparisons of competitors prices and services and providing business insights to the stakeholders.

• Keep abreast of sales trends and changes within the industry.

Internal Process

• Formulate SLAs, policies and procedures (SOPs) for out-bound phone banking pertaining to call scripts, customer calling protocol etc.; oversee effective implementation of the same to ensure efficiency in day-to-day operations

• Generate sales opportunities and close sales by educating, qualifying, and presenting products and services to prospective stakeholders

• Oversee outbound Specialist, Team leaders and officers

• Review reports from Internal audit / risk team to identify repeat areas of non-compliance and ensure related closures

• Inform and collaborate within and across departments to drive overall sales targets

• Drive customer acquisition strategies through outbound campaigns

• Conduct market research, and competitor analysis

Learning & Performance

• Implement training programs to enhance the skills and knowledge of sales team, keeping them informed about product updates and industry best practices

• Ensure adherence to training man-days/ mandatory training programs for self and reportees.

• Ensure goal-setting, midyear-review and annual appraisal process happens within specified timelines for self and reportees

• Monitor performance of staff against the defined goals/ metrics and take corrective action wherever required.

• Inculcate sales and service culture through trainings, upskilling, incentive, rewards & recognition programs.

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

Graduate with good Sales experience, Analytical skills and experience in managing Out-Bound contact center Operations

Experience (Years and Core Experience Type)

13-18 years of experience; preferably in BFSI/NBFC domain

Should have experience in team handling in sales of banking products

Certifications

Candidates with suitable certification in Banking, Stakeholder management and sales management will be given priority

Functional Skills

• Strategic Thinking

• Sales expertise

• Stakeholder Management

• Business acumen

• Knowledge of compliance and risk requirements

• Data Analysis

• SLA adherence

• Knowledge of sales force

• Technology proficiency

• Result oriented

Behavioral Skills

• Decision Making

• Leadership

• Negotiation Skills

• Team Management

• Customer Focus

• Delegation

• Continuous Learning

Competencies

• Sales Strategy development

• Revenue Generation

• Stakeholder Management

• Market Knowledge

• Innovation and adaptability

1. KEY INTERACTIONS

INTERNAL

EXTERNAL

Head – Strategy & Planning

Stakeholders

Heads & National Managers of Businesses, Product & Marketing

Industry Competitors

Specialist, Senior & Mid management of Operations, Service Quality, CISO, IT, Compliance, Internal Audit and Risk

Auditors

Regional and Circle Heads of all businesses

Consultants

PREPARED BY: Shiv K C

DATE: 20 Mar 2024

REVIEWED BY:

DATE:

LAST UPDATED BY: TM Team

DATE: 27-02-2025