Head - Digital Sales - B2C Segment - BFSI

- Achieve acquisition and business targets

- Head and manage the Digital Sales Team, DIY Service team, Dealer and Client Referral Team and Cross Sales team including MF and WMS

- End to end ownership of team level targets and cost budgets

- Achieve business numbers in terms of accounts, margin, cost of acquisition, lead conversion etc. for entire B2C vertical of the business

- Develop reward and recognition programs to achieve the desired business plan numbers

Manpower management : 

- Ensure call quality standards are met and the achieve the desired quality scores based on intensive and structured training interventions and assessments

- Ensure manpower budgets are filled within the defined TAT through employee referrals and HR interventions

- Create a motivated work place environment and ensure high levels of employee engagement to achieve higher vintage of employees

- Design structured onboarding processes and hand-holding for new employees to achieve productivity targets and to keep attrition and PEP within the stipulated levels

 Process improvement initiatives: 

- Undertake process improvement initiatives / projects to improve the efficiency and productivity in the areas of first call TAT, Lead conversion, customer referrals, STP conversions, KYC documentation, etc.

- Arrive at prioritised solutions and ensure timely execution of projects

- Work closely with training and quality team to improve call quality standards

- Work closely with Marketing Team to manage the desired lead flows