Associate Director / Director - Lending TeleSales Strategy

Khatabook is building one of Indias largest merchant-focused financial ecosystems. We are looking for a strategic and execution-driven leader to scale and transform our Lending TeleSales business.

This role sits at the intersection of lending strategy, sales productivity, customer engagement, analytics, technology, and business growth. The charter is not just to manage a calling team, but to build a high-performing and scalable TeleSales engine.

The role will be responsible for defining the strategy, operating model, and growth levers for Lending TeleSales, while continuously improving productivity, conversion, customer experience, and business economics.

Role Overview:

The role will focus on building a scalable TeleSales strategy across:

- Calling & Funnel Strategy: Define and optimise the end-to-end calling strategy across lead generation, qualification, login, approval, and disbursement.

- Customer Segmentation: Build data-driven customer and lead prioritisation frameworks using merchant behaviour, lending propensity, eligibility, transaction activity, and other customer signals.

- Productivity & Operating Model: Build frameworks for capacity planning, lead allocation, agent productivity, incentives, performance management, and organisational scaling.

- Technology & Analytics: Leverage CRM, dialers, analytics, AI, automation, and data science to improve contactability, conversion, productivity, and customer experience.

- Business Economics: Drive sustainable growth by improving conversion, disbursement productivity, cost efficiency, and overall TeleSales unit economics.

Key Responsibilities:

- Define and execute the strategy for Khatabooks Lending TeleSales business.

- Own the TeleSales funnel and continuously improve lead-to-disbursement conversion.

- Develop customer segmentation, lead prioritisation, calling frequency, and campaign strategies.

- Identify and eliminate funnel leakages across contact, qualification, login, approval, and disbursement.

- Build productivity, capacity planning, incentive, and performance management frameworks.

- Drive experimentation across scripts, pitches, campaigns, calling journeys, and customer cohorts.

- Partner with Data Science and Analytics teams to build propensity and prioritisation models.

- Drive adoption of CRM, dialers, call intelligence, AI, and automation to improve efficiency.

- Improve productivity and optimise TeleSales cost economics.

- Work closely with Product, Credit, Risk, Collections, Operations, Marketing, and Lending Partner teams.

- Build strong dashboards, governance, and performance management mechanisms.

- Identify opportunities to improve repeat borrowing, cross-sell, and merchant lifetime value.

- Build the leadership and organisational structure required to scale the function.

- Establish a culture of data-driven decision making, experimentation, ownership, and execution.

What We Are Looking For:

- 7-15 years of experience in fintech, lending, NBFCs, banking, consumer finance, payments, or large-scale inside sales.

- Proven experience building, scaling, or transforming TeleSales / Inside Sales / Contact Centre-led businesses.

- Strong understanding of lending funnels, sales conversion, customer segmentation, and distribution economics.

- Experience managing businesses through significant growth and organisational scale.

- Strong analytical and problem-solving mindset with the ability to translate data into business outcomes.

- Experience with CRM, dialers, analytics, automation, and technology-led sales transformation.

- Strong understanding of productivity, incentive, capacity planning, and performance management.

- Ability to work closely with Product, Data, Technology, Risk, Credit, and Operations teams.

- Strong strategic thinking combined with hands-on execution capability.

- High ownership, bias for action, and comfort operating in ambiguous environments.

Education:

- MBA / PGDM from a leading business school preferred.

- IIT / IIM background preferred.

- Strong academic track record and analytical orientation.

Preferred Background:

- Candidates from fintechs, NBFCs, banks, consumer lending, credit cards, payments, or large-scale consumer/inside-sales businesses will be preferred.

- Prior experience in a startup or high-growth environment will be a strong advantage.

- Experience as a founder, co-founder, founding team member, or having directly built a business/function from an early stage will be particularly valued.

- Candidates who have demonstrated the ability to build, scale, transform, and drive measurable business outcomes will be particularly relevant.

Why Join Khatabook:

- Own the transformation of a large-scale lending TeleSales engine.

- Drive a high-impact charter directly influencing lending growth and monetisation.

- Build a technology- and analytics-driven assisted lending model at scale.

- Work across lending, payments, merchant commerce, data, AI, product, and GTM strategy.

- Opportunity to shape one of Indias largest merchant-focused financial ecosystems.