Job Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Unit Leader

• This is your a chance to manage and coach a team to deliver outstanding customer service through telemarketing, telesales and retention activities
• We\xe2\x80\x99ll look to you to lead by example by making customer calls to identify and understand our customers\' needs and help them by delivering solutions that are fit for purpose
• You\xe2\x80\x99ll be recognised for delivering a first class outbound and inbound telephony and digital service to our prospective and existing customers
• We\'re offering this role at associate vice president level and you\'ll work a flexible UK shift

What you\'ll do

As a Customer Service & Operations Unit Leader, you\xe2\x80\x99ll make sure that our customers\' needs and priorities are identified by your team to ensure appropriate services are offered during customer calls. You\xe2\x80\x99ll lead and manage your team to deliver against new business targets, including sales appointments booked, telephony sales made and new business income, while encouraging them to work together to build trust and long-term sustainable value for our customers and colleagues. Your other responsibilities will include:

• Developing the capability of your team through observations, feedback and coaching
• Establishing effective working relationships with key stakeholders within our business and the broader bank to plan and deliver targeted telemarketing campaigns
• Maintaining a forward-looking telemarketing campaign planner
• Analysing the results of your team to make sure the data quality that\'s utilised for telemarketing campaigns is optimised
• Providing the effective planning and management of your team\xe2\x80\x99s workload

The skills you\'ll need

To be successful in this role, you\'ll have people management, leadership and coaching skills. As well as this, you\'ll have at least eight years\' experience and a postgraduate qualification. You\xe2\x80\x99ll have experience of managing telephony teams to generate and close sales leads, achieve stretching targets and deliver sales through service, preferably in a business-to-business environment. Furthermore, you\xe2\x80\x99ll need:

• Experience of planning and delivering targeted telemarketing campaigns
• The ability to lead by example through calls to customers to identify and understand their needs and recommend appropriate solutions
• Knowledge of how to develop effective working relationships with colleagues and stakeholders
• Good time management, planning, organisational, interpersonal and communication skills
• An excellent customer focus and the proven ability to exceed customer expectations