We are looking for an influential Leader who would take our already growing business to new heights. The person is expected to lead a team of highly motivated young brains to improve overall operations funnel by collaborating with internal as well as external stakeholders and by channelizing efforts of Booking ops team in the right direction on a day-to-day basis.

KRAs:

- Ensuring daily / monthly / quarterly targets are met for both PL and BNPL (and any new product)

- Ensuring that the sourcing partners also meet the set targets by extending the support required

- Maintaining and improving month on month conversion numbers to reach the level of competition

- Initiating the calling effort right from top of the funnel to improve overall efficiencies

- Taking the existing customer service and quality team to a level of significance

Roles and responsibilities:

- Prepare monthly target plan, AOP in liaison with core sales team

- Drive the outbound and inbound calling teams in the directions of set targets

- Ensure proper team structure, preparing hiring plans in line & allocating work according to skillsets

- Efficiently collaborate with internal tech team, third parties to reduce login to disbursal TATs

- Bring down the time for FTR in line with competition

- Lead process optimization from people and system perspective

- Display a data driven approach in decisions taken to improve productivity

- Collaborate with sales team to ensure adequate top of the funnel flow to achieve targets

- Ensure marketing efforts to reach to customers who may drop off

- Ensure that the team is adequately facilitated; feels inclusive and motivated at all the time

- Extend support required to Fin-Ops team in reconciliation of payments

Required Skillset:

- Experience in disbursing small ticket personal loans in huge quantities is a must

- Exposure to e-Mandate registrations, e-Signing of agreements, Digital KYC, etc. is desired

- Experience of handling large teams of tele-callers, TLs & Managers for at least 2 yrs

- Ability to work under pressure, Patience and ability to listen to and take care of team issues

- Should be okay to get hands dirty by working very close to front runners

- Should have excellent data reading ability

- Experience of handling customer service and quality teams

- Excellent negotiation skills, vendor management skills and persuasion abilities.

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