DMI Housing - Senior Manager/AVP - X-Sell & Digital Partner Business

1. End to End Outbound IVR Management by working with external partners for Up-Selling & Cross-Selling various financial products such as Personal Loans, Insurance & other Fee Income products.

a. Work closely with Tech for designing & optimizing a scalable infra for selling various products.

b. Hiring, training, coaching and leading call centre representatives as they provide support for customers.

c. Designing and roll out of contests and incentive schemes along with partners to driver higher productivity.

2. Call Centre Performance Management & Analytics:

a. Manage and improve call centre performance through performance monitoring, problem resolution, system audits and quality assurance measures.

b. Summarize, collect, and analyse call centre trends and data for regular performance reports. Design & Test various experiments to driver higher productivity & optimize the Channel Cost by collaborating with internal teams.

c. Preparing reports and analysing call centre data to improve process, ensure resources are properly allocated and maximize efficiency and customer satisfaction.

3. Outbound Sales Governance:

a. Establish a high standard for productivity, quality, customer service as well as define user guidelines.

b. Assisting other management team members in identifying trends and establishing call centre goals.

c. Adherence to the Standard Operating Procedure and setting up the governance for Call Centre

d. Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.

4. Customer Lifecycle Management:

a. Maximizing the customer lifetime value by managing the lifecycle & increasing retention.

b. Increase the X-Sell ratio for both the Credit & Fee products.

5. Stakeholder Management:

a. Interacting with cross functional teams such as Tech, Product, Credit, Communication & Customer Success to drive the Growth agenda & ensuring correct implementation of all the growth hacks.

b. Lead discussions with external stakeholders/ channel partners during engagement calls