Sr/Manager - Telesales

JOB DESCRIPTION :

Position Title : Telesales Sr/Manager - Operations

Location : Mumbai. Travel, as circumstances warrant

Reporting Manager : Business Head/SVP - Operations

We hustle on a Rotational Roaster shift.

Industry : Fintech, Lending Platform

Purpose of the role :

To provide leadership to the existing telesales operations team to evolve our crowdfunding platform into a world-class experience for our fundraisers and a tool for providing intelligent insights for our internal team. Support the operations team for expansion in international markets.

Responsibilities :

- Effectively manage the team to Enhance & Ensure Customer Delight.

- Ensure his/her delivers Fast and Right Solutions to the customers given within TAT.

- Ensure all Customer Processes are to be completed within TAT.

- Effectively manage the Customer Grievances by ensuring the trigger to the appropriate authority.

- Monitor Customer Satisfaction Ratings and ensure continuous improvement.

Operations Management :

- Manage day-to-day business operations.

- Ensure timely and accurate delivery of ops and business MIS to the stakeholders.

- Designing and executing processes to improve efficiencies.

Team Management :

- Successfully handle a minimum of 100-150 operations executives.

- Drive and establish a strong performance culture through inspiring, motivating, and consistent Performance Management discipline.

- Strategize and develop talents within the department through Succession Planning.

- Identify Training Needs of resources on an ongoing basis.

- Enhance Retention of Talent.

- Responsible for driving the other key initiatives through the team.

Indicative KRA's :

- Seamless onboarding of new hospital, other medical providers & other alliances

- Team performance on targets

- Team management on other attributes: complaints, attrition, etc.

- Cost efficiencies achieved

- Timely & accurate reporting

- Deliver to COO, CEO & Co-Founders expectations

Key interactions :

- Internal: ImpactGuru Co-Founders & their office, product development team members, operations, business development, finance, HR, legal, et al.

- External: Hospitals & other medical providers (Executive Board, C-level executives & other representatives), Doctors, Campaigners & Donors (as & when circumstances warrant), ImpactGuru investors, Auditors

Professional Experiences :

- Minimum of 8 years' experience and 4 years into Managerial or above role (mandatory)

- Prior experience in handling a telesales team & in a start-up environment is a definite plus

- Directly reporting to CEO, Co-Founders for at least 2 years (mandatory)

- Experience of directly engaging with C-level executives of clients

Qualifications :

- MBA/Master's degree in Business Administration, Business Management, Engineering or related management field, or equivalent practical experience. (mandatory)

Functional & Behavioural Competencies :

- Strong analytical and problem-solving skills.

- Multiple stakeholder management

- Growth mind-set

- Aggressive delivery targets-oriented mind-set

- Entrepreneurial mind-set

- Ability to deliver in high pace environment

- Excellent communication

- Dynamic personality

- Engage with C-level executives of hospitals & other partners

What do we offer?

- Attractive salary & performance-linked bonuses

- Health Insurance benefits

- Attractive ESOPs policy

- An opportunity to be in a leadership position of a high-growth start-up

- Fun, casual & flexible work environment

- Entrepreneurial, forward-looking, growth-driven & open work culture