Process Manager - Sales Operations

Orn Vacations; Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

ORN Vacations is seeking a results-driven Operations Analyst to manage lead allocation and CRM-driven processes in Bengaluru. You will ensure leads are assigned per SLA, monitor first-call performance and drive advisor productivity across multiple cities and products.

You will track the complete lead lifecycle, maintain data integrity in the CRM, publish daily MIS and sales funnel dashboards, and coordinate with SME Team Managers to optimize conversion and process discipline.

Qualifications

• CRM proficiency and data accuracy required.
• Strong attention to detail and ability to drive process discipline.
• Ability to monitor SLA and advisor productivity.

Responsibilities

• Ensure accurate lead allocation based on advisor capacity, language, city, product and individual specialization.
• Monitor first-call SLA, call attempts, customer connectivity, meaningful conversations and advisor productivity.
• Track the complete lead lifecycle, including first call, engaged, follow-up, will-book, booking and approved closed/returned status.
• Ensure qualified leads have accurate EBD, expected booking dates, next actions and callback dates recorded in the CRM.
• Monitor appointments, overdue follow-ups, lead aging, CRM data completeness and lead ownership.
• Identify uncontacted, unconnected and stalled leads, and coordinate recovery actions with advisors and SME Team Managers.
• Prepare and publish accurate daily MIS reports and sales funnel dashboards.
• Analyse lead leakage and conversion performance by advisor, lead source, city and product.
• Coordinate with SME Team Managers to ensure process discipline, CRM compliance and sales funnel visibility.
• Take ownership of process governance and operational efficiency, while SME Team Managers handle product coaching and sales capability development.

Skills

CRM proficiency

Data analysis

Attention to detail

Tools

CRM software

Job description

Role & responsibilities

• Ensure accurate lead allocation based on advisor capacity, language, city, product and individual specialization.
• Monitor first-call SLA, call attempts, customer connectivity, meaningful conversations and advisor productivity.
• Track the complete lead lifecycle, including first call, engaged, follow-up, will-book, booking and approved closed/returned status.
• Ensure qualified leads have accurate EBD, expected booking dates, next actions and callback dates recorded in the CRM.
• Monitor appointments, overdue follow-ups, lead aging, CRM data completeness and lead ownership.
• Identify uncontacted, unconnected and stalled leads, and coordinate recovery actions with advisors and SME Team Managers.
• Prepare and publish accurate daily MIS reports and sales funnel dashboards.
• Analyse lead leakage and conversion performance by advisor, lead source, city and product.
• Coordinate with SME Team Managers to ensure process discipline, CRM compliance and sales funnel visibility.
• Take ownership of process governance and operational efficiency, while SME Team Managers handle product coaching and sales capability development.

Preferred candidate profile

• Ensure eligible leads are allocated within the agreed SLA and follow defined lead allocation rules.
• Maintain high first-call SLA compliance and improve customer connectivity rates.
• Monitor calls attempted, meaningful conversations and productive talk time per advisor.
• Ensure timely follow-ups and reduce overdue leads and lead aging.
• Maintain accurate EBD, next actions and appointment status for all qualified leads.
• Ensure CRM data accuracy and proper lead stage updates.
• Monitor stage-wise conversion rates and identify opportunities to reduce lead leakage.
• Ensure timely and accurate daily MIS reports and sales funnel reporting.