Hiring - Manager - Contact Centre - Personal Loan !

IHFL; Gurugram District; On-site; INR 2,500,000 - 3,600,000; Full time

Job summary

IHFL is seeking a seasoned Business Leader to drive Personal Loan sales through outbound and inbound contact centre channels in Gurugram.

You will own quarterly targets, optimize lead conversion, and drive profitability by effective resource utilization while building a high-performance team of 50–100 Tele Sales Executives through Team Leaders and Coaches. You will collaborate with cross-functional teams to ensure smooth onboarding and customer experience.

Qualifications

• 4--10 years of overall experience in Contact Centre Operations, Tele-sales, BFSI Sales, or Personal Loan Sales.
• Minimum 3-5 years of experience in managing teams of approximately 50-100 employees through Team Leaders and Team Coaches.
• Proven experience in achieving aggressive sales and business targets.
• Strong experience in Personal Loan products and customer acquisition processes.
• Experience in Digital Leads, Aggregator Leads, Website Leads, and Contact Centre Sales Operations will be preferred.

Responsibilities

• Drive Personal Loan sales business through outbound and inbound contact centre channels.
• Own and deliver monthly, quarterly, and annual business targets including login volumes, approvals, disbursements, and revenue.
• Develop and execute strategies to improve lead conversion and sales productivity.
• Drive profitability through efficient utilization of leads, manpower, and resources.
• Monitor business trends and recommend initiatives to improve performance and customer acquisition.
• Lead and manage a team of approximately 50-100 Tele Sales Executives through Team Leaders and Team Coaches/SMEs.
• Build a high-performance culture focused on accountability, productivity, and customer experience.
• Conduct regular business reviews, coaching sessions, and performance discussions with Team Leaders.
• Drive employee engagement, succession planning, talent development, and retention initiatives.
• Monitor workforce planning, attendance, shrinkage, and resource optimization.
• Track and monitor key performance indicators including lead conversion, contact rate, login hours, productivity, approval ratio, and disbursement achievement.
• Identify performance gaps and implement corrective action plans.
• Ensure effective lead allocation and utilization for maximizing business outcomes.
• Drive continuous improvement in sales processes and customer engagement practices.
• Establish performance benchmarks and monitor team adherence.
• Ensure smooth functioning of dialling systems, CRM platforms, and sales processes.
• Drive process standardization and operational efficiency across the contact centre.
• Collaborate with technology teams for automation and process enhancement initiatives.
• Ensure SLA adherence and timely resolution of operational issues impacting business performance.
• Continuously improve customer journey and sales effectiveness.
• Ensure adherence to regulatory guidelines, company policies, and process requirements.
• Monitor quality standards and customer interactions to improve sales effectiveness.
• Work closely with Quality and Training teams to enhance team performance.
• Handle escalated customer concerns and ensure timely resolution.
• Maintain compliance with audit requirements and internal controls.
• Review and analyse daily, weekly, and monthly business MIS reports.
• Present business performance updates, action plans, and insights to senior management.
• Coordinate with Credit, Operations, Product, Risk, Marketing, Technology, Branches, and Analytics teams to ensure seamless customer onboarding.
• Drive cross-functional initiatives to improve customer experience and business efficiency.
• Monitor market trends and competitor activities to recommend business improvements.

Skills

People management

Sales leadership

Performance management

Customer experience

Team coaching

Job description

Role & responsibilities

Business Leadership & Revenue Management

• Drive Personal Loan sales business through outbound and inbound contact centre channels.
• Own and deliver monthly, quarterly, and annual business targets including login volumes, approvals, disbursements, and revenue.
• Develop and execute strategies to improve lead conversion and sales productivity.
• Drive profitability through efficient utilization of leads, manpower, and operational resources.
• Monitor business trends and recommend initiatives to improve performance and customer acquisition.

Team Leadership & People Management

• Lead and manage a team of approximately 50-100 Tele Sales Executives through Team Leaders and Team Coaches/SMEs.
• Build a high-performance culture focused on accountability, productivity, and customer experience.
• Conduct regular business reviews, coaching sessions, and performance discussions with Team Leaders.
• Drive employee engagement, succession planning, talent development, and retention initiatives.
• Monitor workforce planning, attendance, shrinkage, and resource optimization.

Sales & Performance Management

• Track and monitor key performance indicators including lead conversion, contact rate, login hours, productivity, approval ratio, and disbursement achievement.
• Identify performance gaps and implement corrective action plans.
• Ensure effective lead allocation and utilization for maximizing business outcomes.
• Drive continuous improvement in sales processes and customer engagement practices.
• Establish performance benchmarks and monitor team adherence.

Operational Excellence

• Ensure smooth functioning of dialling systems, CRM platforms, and sales processes.
• Drive process standardization and operational efficiency across the contact centre.
• Collaborate with technology teams for automation and process enhancement initiatives.
• Ensure SLA adherence and timely resolution of operational issues impacting business performance.
• Continuously improve customer journey and sales effectiveness.

Quality & Compliance Management

• Ensure adherence to regulatory guidelines, company policies, and process requirements.
• Monitor quality standards and customer interactions to improve sales effectiveness.
• Work closely with Quality and Training teams to enhance team performance.
• Handle escalated customer concerns and ensure timely resolution.
• Maintain compliance with audit requirements and internal controls.

MIS & Stakeholder Management

• Review and analyse daily, weekly, and monthly business MIS reports.
• Present business performance updates, action plans, and insights to senior management.
• Coordinate with Credit, Operations, Product, Risk, Marketing, Technology, Branches, and Analytics teams to ensure seamless customer onboarding.
• Drive cross-functional initiatives to improve customer experience and business efficiency.
• Monitor market trends and competitor activities to recommend business improvements.

Preferred candidate profile

• 4--10 years of overall experience in Contact Centre Operations, Tele-sales, BFSI Sales, or Personal Loan Sales.
• Minimum 3-5 years of experience in managing teams of approximately 50-100 employees through Team Leaders and Team Coaches.
• Proven experience in achieving aggressive sales and business targets.
• Strong experience in Personal Loan products and customer acquisition processes.
• Experience in Digital Leads, Aggregator Leads, Website Leads, and Contact Centre Sales Operations will be preferred.