- Deliver on planned tele-marketing sales volume & conversion for identified Insurance & Cross-sell products which currently includes Insurance, Card Protection Plan, Upgrade, Cross-sell, Credit Line Increase, Easy Bill Pay, Add-on Cards, Card Retent+B17:B26ion etc. Budgeting, planning & forecasting for complete process. - Responsible for managing a team of more than 800 tele-callers currently & expected to scale to more than 1,200 within the year. These tele-callers will be with different vendors for different processes at different locations. Manage a team of 6 FTEs. - Responsible for achieving defined ratios & metrics for processes - Connect Rate, Contact Rate, Conversion, Sales Per Day, Churn/Attempt Rate etc. - Evaluation of new vendors, managing RFP, ensure smooth vendor onboarding of new vendors. Partner/Vendor management for respective processes. Ensure all SLAs with vendors are being met. - Ensure meeting all Quality, compliance & regulatory norms with respect to individual products & sales processes. IRDA, RBI, TRAI etc. norms. - Responsible for formulating & publishing all required MIS/reports/trackers on respective tele-calling processes performance. Presentation to senior management on a periodic basis on process performance. - Responsible for formulating right incentive plan customized to each process aimed at increasing the sales, productivity along adherence to necessary quality & compliance metrics. - Responsible for delivering on all key Quality & Internal Control metrics defined for respective processes - Cancellations, Complaints, Mis-sell, Quality scorecards, Fatal error report etc. - Responsible for achieving defined TAT & benchmarks for Hiring & Attrition Wok with the vendor to create a consistent hiring pool, track EWS for attrition, Formulating right assessment tools for hiring etc. - Responsible for achieving defined TAT & benchmarks for Onboarding & Training - Creating onboarding training template, refresher pieces of training, on the job training, coaching programs for new joiners, performance monitoring for new joiners, special campaigns for new joiners etc. - Responsible for formulating Dialer Strategy along with vendor customized to each process. Prepare dialer report formats & track the dialer performance very closely. - Vendor Management - Complete Invoicing & reconciliation, Reporting, Internal Vendor Reviews, Periodic reviews with SBI Card etc. - Responsible for the driving vendor to roll out consistent engagement activities for tele-callers & support staff. - Responsible for formulating periodic contest for processes to ensure over the delivery of planned numbers. - MBA mandatory from Tier 1 and Tier 2 college - Minimum work experience: PG - 10 Years, Graduate - 10 Years - Outbound Tele-marketing exposure preferred - Team Management experience - Good Comprehension & Analytical Skills - Excellent Presentation Skills

Gurgaon/Gurugram

SBI Card - Vice President - Telesales/Cross Sell Process - Insurance  

SBI Card - Vice President - Telesales/Cross Sell Process - Insurance   ,Job Description for SBI Card - Vice President - Telesales/Cross Sell Process - Insurance   in SBI Card in  Gurgaon/Gurugram for (12-15) years of experience. Apply Now!

Job Description for SBI Card - Vice President - Telesales/Cross Sell Process - Insurance   in SBI Card in  Gurgaon/Gurugram for (12-15) years of experience. Apply Now!