Head - Cross Sell E-Branch - Call Center - Bank

Given below the position details with a Leading Bank :

Role/ Job Title: Head Cross Sell E-Branch

Function/ Department: Cross Sell

Job Purpose:

Drive the strategy of Cross-selling bank products to existing customers and own the monthly targets across RA & RL products. Drive efficiency and productivity across all call centers. Increase cross sell business through call center while maintaining the service quality for existing customer.

Primary Responsibilities :

- Drive budgeted sales targets for all RA & RL within the bank.

- Strong relationship management with internal stake holders to set cadences and drive desired targets.

- Manage Outbound Call Center who is responsible to generate business for Cross Sell of RA & RL products. Generate interest of customers who are pre-approved for Bank's financial services through outsourced call center. Strong service orientation as VKYC and retention PAN Bank will be managed by the Head and requires an eye for detail on the same.

- Understand call center management along with strong knowledge on the mechanism of technology as to how the dialer in call center helps grow the business rapidly.

- Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines).

- Manage approximately 2000+ employee outsourced/captive call center staff with their respective hierarchy and relationship as well with the vendor, hence strong people management & Interpersonal skills are a mandate.

- Align with business budget monthly, quarterly and yearly and design strategy to deliver the business.

- Analytics management - Database management to gauge the output and align dialing strategies for better output.

- Develop strategy to deliver qualitative business using triggers like - Incentives, Customer Experience, Attrition management.

- Increase call center business output, while maintaining call procedures for maximum effectiveness.

Secondary Responsibilities :

- Design review mechanism at every layer to understand the pulse and define strategies Conduct performance reviews periodically for better deliveries.

- Responsible to manage complete hierarchy of Outsourced call center through strong relationship management.

- Maintaining & approving call center billing month on month and driving efficiencies to lower the cost.

- Skilled to create performance matrix for a review with Bank's Leadership team skilled to manage technical queries encountered in day to day call center 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.

- Facilitate call center workflows, processes, and procedures.