Job Purpose:
Build and manage outbound Tele Sales unit engaging in multi-product sales and proactive retention. Responsible to drive key customer life cycle activities of credit card customers which include growing Inorganic Portfolio (BT, COC, EPP, FPP) along with CLI’s, insurance products and supplementary cards.
Principal Accountabilities:
Responsible for managing large tele sales unit working on portfolio growth strategy via cross sales of products such as Balance Transfers, Cash on Call, Supplementary card, Insurance and credit shields, Easy payment plan, Full payment plan, Card limit increase, card activation, spend campaigns etc.
Generating organic/inorganic spends and revenue per customer, proactive Retention of card cancellation and dormant cards.
Maintaining productive Headcount, supervising training models, Quality assurance and complaint management.
Handling customer life cycle, increasing the revenue and stickiness of portfolio, active participant in discussion of pricing, segmentation and forecasting activities.
Handling first level complaints and retention activities on Credit card, NPS management and driving the team towards a higher score above market standards.
Focusing on Core Cross sales, ensuring maximum conversion ratio whilst maintaining highest NPS and continue to mitigate customer attrition.
Develop and implement strategies to arrest latent attrition to competition, proactively identify and implement opportunities as well to boost Cross Sell Numbers and generate incremental revenue.
Work closely with channels including digital, contact center, product and marketing teams to drive inorganic bookings.
Ensure adherence to the regulatory requirement of Consumer protection and other circulars issued by Central Bank.
Extend full support in periodic audit and timely closure of all open points identified as an observation part of the audit review.
Work closely with Client engagement team and other product managers to prepare an action plan as an outcome of the periodic customer complaint review.
Work closely with other stakeholders (Credit, Operation, Risk etc.) to ensure credit strategy and risk management measures are performed.
To ensure customer satisfaction & timely resolution of customer complaints related to Cards business.
Engagement – Assist all Cards business channels in various business functions ranging from selling balance build products including Contact Centre/DSA – training/process optimization/sales promotions etc.
Accuracy-Ensuing the team are updated with Product related information and are always available for customers.
Communication- Ensure the team are kept informed and trained on new product/process/system related changes and updates.
Deliver- Support Cards and Payments Head in seamless delivery of day-to-day Cards business activities.s while answering prospect customers’ inquiries and deepen existing customers’ relationships by Cross Selling and generating sales leads
Requirements
Education and Experience
Minimum Bachelor’s degree
Decision Management experience will be a plus
Minimum 10 years of Banking experience with knowledge in Cards and portfolio management
DETAILS TO REGISTER FOR THIS JOB:
https://www.comeet.com/jobs/cbd/14.007/business-development-manager/D5.D65?coref=1.11.pB2_BB19
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