The Call Centre Head is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Should be able to run Call Centre team independently with excellent understanding to handle productivity on CRM and a dialer.

Responsibilities:

- Develop the KNAB franchise with specific client base.

- Manage, hire and train sales team.

- Refine and implement a sales strategy aiming at substantially improving KNAB client footprint and maximizing associated revenue.

- Manage and handle different partnerships for serving clients at an aggregate level.

- Manage a Call Centre team of around 8 to 15 agents on productivity, client and customer satisfaction.

- Focus on high NPS.

- On-boarding and prospecting key clients.

- Thorough product and clients knowledge with relevant products and client base.

- Work in close partnership with control functions such as Legal, Compliance, Credit , Audit, Finance in order to ensure appropriate governance and control infrastructure.

- Appropriately assess risk/reward of transactions when making business decisions; demonstrating proper consideration for the firm's reputation.

- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding KNAB, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy.

Qualifications:

- 10 - 15 years of experience

- Prior Sales experience at a financial services organization

- Experience in a client facing role working

- Self-Motivated, excellent interpersonal, negotiation and communication skills

- Ability to multi-task and meet deadlines

- Advanced problem solving skills

Education:

- Bachelors/University degree or equivalent experience

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