Job Description

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Role/ Job Title: Unit Manager - Turbo Cross Sell

Function/ Department: Turbo Cross Sell

Job Purpose:

The role entails driving business growth through overseeing team focused on cross selling of banking products and closely collaborating with retail team. It involves strategic planning and ensuring multi product sales through effective cross - selling techniques and overseeing the performance of the outbound calling team. This role encapsulates the responsibility of providing a seamless and fulfilling customer experience and ensuring IDFC First becomes the primary bank for all banking needs.

Roles & Responsibilities:

• Manage call center and generate business from cross sell of various banking products.
• Develop strategy to deliver qualitative business using triggers like incentives, customer experience, attrition management etc.
• Implement strategies to improve overall team efficiency, productivity, and performance metrics.
• Align with business budget monthly, quarterly and yearly and design strategy to deliver the business.
• Collaborate with team to drive the achievement of sales targets and KPIs.
• Analyze sales data across different teams to identify trends and areas for improvement.
• Oversee the implementation of quality assurance measures at all levels of management.
• Provide insights and recommendations to senior management based on hierarchical performance metrics.
• Consistent adherence to quality standards and call scripts.
• Collaborate with team to assess and enhance call center processes.
• Drive continuous improvement initiatives at all management levels for increased overall efficiency.
• Responsible to manage complete hierarchy of outsourced call centre captive / vendor through strong relationship management.
• Maintaining call centre billing month on month and driving efficiencies to lower the cost.
• Skill to manage technical queries encountered in day-to-day call centre operations and resolve the same with internal & external stake holders.
• Identify process weaknesses to improve sales with quality.
• Strong process orientation on daily business delivery and responsible for business delivery, cost management, revenue generation and attrition management.

Education Qualification:

Graduation: Bachelors in Technology / Maths / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management.

Post-graduation: MBA, PGDM

Experience: 10+ years of relevant experience

IDFC FIRST Bank