Job Title : Sales Head - Call Centre (Banking)

Function : Retail Banking Sales / Tele-Sales

About the Role :

- We are looking for a senior Sales Head to own and drive the telesales function for our banking business. This is a high-impact leadership role for someone who has built and scaled large call centre sales teams in a banking or BFSI environment - and understands the nuances of selling regulated financial products over the phone with compliance, quality, and revenue all equally important.

- You will own the complete telesales P&L - driving acquisition of liability and asset products, cross-sell and upsell to existing customers, and building a high-performance sales culture on the floor.

What You Will Own :

Revenue & Sales Target Delivery :

- Own monthly, quarterly, and annual sales targets across banking products - savings accounts, current accounts, fixed deposits, personal loans, credit cards, home loans, insurance, and mutual funds

- Drive new customer acquisition through outbound telesales and convert inbound enquiries into funded relationships

- Own cross-sell and upsell targets for the existing customer base - deepening wallet share through phone-based relationship management

- Monitor daily conversion dashboards and take real-time corrective action on underperforming -campaigns, agents, or product lines

Team Leadership & Development :

- Lead a multi-tier team - Team Leaders, Quality Analysts, Floor Managers, and front-line Sales Agents

- Set performance expectations at every level and run structured performance dialogues - daily huddles, weekly reviews, and monthly one-on-ones

- Build a strong second line - identify and develop Team Leaders who can step up into managerial roles

- Drive a culture of ownership, energy, and ethical selling across the floor

Product Knowledge & Pitch Design :

- Develop deep product knowledge programs for all banking products sold through the telesales channel

- Design and continuously refine sales scripts, objection handling guides, and closing frameworks specific to each product

- Ensure agents can explain product features, fees, eligibility criteria, and documentation requirements accurately and confidently

- Build need-based selling capability - move the team from pitch-reading to consultative conversations

Dialler & Lead Management :

- Own the outbound dialler strategy - lead list segmentation, call attempt logic, time slot optimisation, and campaign prioritisation

- Work with the CRM and technology teams to maximise right-party connect rates and reduce call wastage

- Manage lead pipelines across product categories - prioritise high-intent leads and build follow-up workflows for warm pipeline

- Track lead-to-login, login-to-sanction, and sanction-to-disbursal ratios for asset products

Compliance & Regulatory Adherence :

- Ensure all sales activity is fully compliant with RBI guidelines, IRDAI regulations (for insurance cross-sell), SEBI guidelines (for investment product cross-sell), and internal bank policies

- Build a zero-tolerance culture for mis-selling - define clear boundaries on what can and cannot be committed on a call

- Work closely with the Compliance and Legal teams to stay current on regulatory changes that impact telesales

- Ensure all agents complete mandatory AMFI, IRDA, and internal certification requirements before selling regulated products

- Maintain call recording compliance and ensure records are available for regulatory audit at all times

Quality & Customer Experience :

- Partner with the Quality team to define call quality parameters for each product category

- Run regular call audits - identify mis-selling risks, incorrect product explanations, and commitment gaps early

- Use quality findings to drive targeted coaching and refresher training

- Ensure the post-sale customer experience is seamless - handoffs to fulfilment, document collection, and welcome calls are clean and complete

Incentive & Motivation :

- Design product-wise and role-wise incentive structures that reward volume, quality, and compliance together

- Build recognition programs - weekly floor shoutouts, monthly awards, and quarterly top performer celebrations

- Ensure incentive payouts are timely, accurate, and transparent - trust in the incentive system is non-negotiable

- Manage incentive budgets and report payout vs productivity to HR and Finance

Reporting & Business Reviews :

- Own the complete sales MIS for the telesales channel - daily flash, weekly tracker, and monthly business review deck

- Analyse conversion data by product, campaign, agent cohort, time slot, and lead source

- Present performance insights and forward-looking plans to the Retail Banking Head and senior leadership

- Flag risks early - budget overruns, target misses, compliance incidents, or attrition spikes

Who We Are Looking For :

Experience :

- 10-16 years of experience in call centre or telesales roles with at least 4-5 years in a senior leadership position

- Mandatory experience in banking or BFSI telesales - candidates from non-banking call centre backgrounds will not be considered

- Demonstrated experience selling multiple banking products - liability accounts, asset products, credit cards, insurance, and investment products

- Prior experience managing teams of 100+ agents across multiple product lines preferred

- Familiarity with banking CRM systems - Salesforce Financial Services Cloud, Finacle, or bank-specific CRM tools

Skills :

- Deep understanding of banking product features, eligibility norms, documentation requirements, and regulatory constraints

- Strong floor leadership - ability to energise, coach, and hold accountable a large and distributed sales team

- Data-driven - comfortable owning conversion dashboards, reading funnel data, and making rapid decisions

- Experience designing compliance-aligned incentive structures for regulated product sales

- Working knowledge of RBI guidelines on telemarketing, TRAI DND regulations, and KYC norms

- Familiarity with dialler platforms - Exotel, Avaya, Genesys, Ozonetel, or similar

- Strong communication - ability to address a floor of 200 agents and present to a CFO in the same day

Mindset :

- Compliance first, revenue second - you never let a short-term number compromise a regulatory boundary

- Coach by instinct - you spend time on the floor, listen to calls, and give feedback directly

- Process builder - you document, standardise, and scale what works

- Commercially sharp - you understand the economics of telesales in banking - cost per acquisition, product profitability, and customer lifetime value

- Resilient - banking telesales is high-pressure and high-rejection; you lead through that without losing composure

Key Metrics You Will Be Measured On :

- Monthly and quarterly product-wise sales targets - accounts opened, loans disbursed, cards issued, policies sold

- Lead to application conversion rate

- Application to sanction ratio (asset products)

- Right party connect rate

- Sales quality score and mis-selling incident rate

- Regulatory compliance score - call audit results

- Agent attrition rate

- Ramp-up time for new agents

- Customer satisfaction score on post-sale survey

Qualifications :

- Graduate in any discipline - Commerce, Business, or Finance preferred

- MBA or postgraduate degree in Finance, Banking, or Business Administration preferred