AVP - Call Center - FinTech/NBFC

Hiring for one of the leading Fintech Company.

Role: AVP - Call Center (Title will be given as per company standards)

Desired Skills & Qualifications :

- 10 - 20 years of work experience in a fast-paced Fin-Tech / Banking / Financial Services / NBFC industry.

- Holds merit in partner integrations, new call centre set up & process expansion

- Understanding of web aggregator business and digital business

- Excellent understanding of P&L

- Excellent communications skills & rapport building across functions

- Excellent understanding of technology CRM, Dialer etc

- Managing multiple business accounts, channel partners

- Managing large team at Head Level

- Provide leadership, expertise direction and guidance to call center operations for customer acquisition

- Managing retention, New Business & Web aggregator business

- Responsible for planning, budgeting, and attaining cost to income & revenue objective

- Accountable for achievement of sales, profit & strategic targets

- Work closely with HR function to recruit, train & develop staff

- Liaising with training and service quality team to ensure training needs are addressed

- Responsible to manage Regulators Compliance & Quality benchmarks

- Market benchmarking - Tracking competitive products & strategies

- Running a scientific sales process by using Data Analytics to create probability models

- Timely planning and executions of campaigns

- Maximize agent sales productivity & efficiency on calls for revenue generation

- Key initiatives, new projects implementation for business growth

- Heading multiple projects like data analytics - probable model, Customer behaviour economics, Data Enrichment from Credit Bureau

- Regular presentations with various teams on business update & forecast

- System automations to increase per employee productivity