Team Lead_Cross Sell_Mumbai - Maharashtra | Aditya Birla Capital Limited | Financial Services

Organizational Context

Over the past 5 years, ABCL – Finance has achieved a CAGR 50% growth in its asset base despite challenges in the banking industry and overall macro-economy. ABC presently comprise 10 verticals with a bouquet of over 30+ products and all customer segments - Individual, SME, HNI & Corporate. 

1. Organization’s aim is to “DO THE DOUBLE” in the next 2 years.
2. Target to achieve YOY growth to touch INR 2 lac Cr of cumulative asset book and a customer count of 5 million. 
3. This 300% growth in customer base will be fuelled by Retail and SME, addition of new lines of businesses & channel development. 
4. Distribution footprint would comprise large on-ground sales teams and Branch expansion across Tier 1 to 6 locations covering over 100 cities. 
5. From the perspective of Aditya Birla Capital, the Financing vertical, will be the majority contributor of growth, profitability and shareholder value.

Job Context

The organization is poised to set on a path of rapid growth and cost efficient topline is the step ahead in achieving exponential growth in short period. The role also entails effective methods of establishing connect with existing customers to increase wallet share and stickability. Employ a combination of digital as well as traditional methods for lead generation. 

Key Challenges

1. Understanding customer changing behavior: Diverse customer expectations require intuitive understanding of the customer nature.
2. Targeting HNI / Ultra HNI customers – Growing number of HNI & Ultra HNI customers increased opportunity, however can be leveraged through top-class Green Channel services.
3. Collaboration: Continuous coordination with various teams and systems to synergize in a manner to generate better quality leads. 
4. Assist new Digital Journeys – handholding customers to complete on-boarding process.
5. Increase span of control – like increase in resource headcount direct reports at vendor location.

Enabling Skill Sets & Qualifications

1. Thorough understanding of business processes, understanding of specific products i.e Secured Loans and Line of Credit.
2. Good understanding on Customer on-boarding through digital Platforms.
3. Must have a sharp business development focus and demonstrate innovative approaches.
4. Passion, Curiosity and interest to learn and upgrade on new product lines, technology and business requirements.
5. Must be result oriented and move fast to meet business needs.
6. Excellent communication skills (written and verbal), interpersonal skills, team building skills with a customer centric approach.
7. Proactive and flexible approach to collaborate with Stakeholders and cross-functions for smooth delivery of targeted goals.
8. The education & experience required to meet this profile is a post graduate candidate with 5-7 years of team handling experience in Callcentre or Sales from Banking/ NBFC/ Telecom side

Key Result Areas 

Supporting Actions

• Define targets & Drive productivity through offline/ Digital Channel /Platforms

• Perform Customer analytics, set targets & drive them through offline / Digital platforms for revenue generations 

• Define /Design Revenue Generation Framework for Organization. Set up & drive key process metrics.

• Creation of framework impacting bottom-line metrics. 

• Create / Implement Fulfillment journeys to ensure & Support Digital conversions 

• Design, Setup and drive digital fulfilment journeys for maximum conversion

• Forecasting & Industry Benchmarking

• Analyze short and long term forecasting, Analyze trends in rates, goals, product line and strategic sales goals.

• Define Outbound strategy at call center 

• Set up process flows, metrics & drive outbound team to achieved targets on lead generation & conversions 

• Learning & Innovation

• Steer head for projects. Take ownership on upgradation of skill set. Bring improvisation in existing processes.