Poonawalla Fincorp - General Manager - Digital Sales

1) Process Management: Oversee and optimize the contact center's processes to ensure efficiency and productivity in sales-related activities.

2) Centre of Excellence:

a) Drive initiatives to establish the contact center as a center of excellence in sales support and customer service.

b) Setting up and implementing best practices, policies, and procedures to optimize operational efficiency and ensure compliance with regulatory requirements.

c) Create and implement standard operating procedures (SOPs) to maintain consistent and high-quality service delivery.

3) Training and Quality Assurance: Develop training programs for agents and monitor quality metrics to enhance the team's performance.

4) Support Desk:

a) Lead the support desk operations to address customer inquiries and resolve issues promptly and effectively.

b) Audits and Internal Compliance: Ensure compliance with internal policies, external regulations, and industry standards through regular audits and adherence to guidelines.

c) Manage and improve the video KYC process to streamline customer onboarding and verification.

5) Central MIS: Oversee the generation and analysis of management information systems (MIS) reports to provide insights into performance and support decision-making.

6) Team Management: Build and lead a motivated and high-performing support team by setting clear objectives and providing coaching and feedback.

7) Collaborate with other departments: Work closely with sales, marketing, and other teams to align strategies and achieve business objectives.

a) To collaborate with senior management to develop business plans, budgets, and performance metrics.

b) Work with IT team on build creation, expediting business requirement.

c) Work with BIU for data extraction and analysis for project design input.

d) Identify process bottlenecks and streamline system to enable efficiency.

e) Dialler and Data Management

f) Provide analytical support for ongoing improvement efforts like performance analysis, cost effectiveness and other Insight.

g) Create visualizations and reports for assigned projects.

h) Project Implementation