Head - New Client Acquisition - Gold Loan Business

Head New Client Acquisition

- Sales Strategy Development: Develop comprehensive sales strategies and tactics to target new client segments, penetrate new markets, and achieve new client acquisition targets for Gold Loan Business.

- Process Optimization: Continuously review and optimize the new client acquisition process, including lead generation, Technology support and any other intervention to maximize efficiency and effectiveness.

- Call Monitoring and Quality Improvement: Monitoring the calls made by Customer Care Executives (CCE) to ensure adherence to quality standards and identify areas for improvement. Analyze call recordings or conduct live call monitoring to assess the quality of interactions, adherence to scripts, and compliance with company policies and Procedures.

- Cross-Functional Collaboration: Collaborate closely with marketing, Loan@Home Team, and other internal stakeholders to align sales efforts with overall business objectives.

- Customer outreach: Design effective customer outreach strategies, digital campaigns through multiple communication channels (E.g., WhatsApp, OBD, IVR etc) to drive disbursals.

- Partnerships: Develop partnerships and strategic alliances with external stakeholders such as fintech companies, digital platforms, and marketing agencies to expand our reach and acquire customers through innovative channels

- Team Leadership: lead a team of strong ~30 direct reports and ~2000 customer care executives (In direct reports).Provide strong leadership, direction, and support to the team, including setting clear goals, managing performance, and fostering a culture of collaboration and accountability.

- Training and Development: Provide ongoing training, coaching, and development opportunities to the sales team (CCE, CCO and CRO) to enhance their skills, product knowledge, and sales techniques.

- Regulatory and Compliance:Ensure compliance with all relevant regulations and industry standards in all acquisition activities, maintaining a strong focus on customer privacy and data protection.

Others: Provide regular reports and updates to senior management on acquisition performance, key insights, and future opportunities for growth