Senior Manager - Customer Service

Aye Finance Limited; Gurugram District; On-site; INR 1,260,000 - 1,540,000; Full time

Job summary

Aye Finance Limited is seeking a Senior Manager – Tele Sales (Business Loans) to lead the sales team responsible for offering top-up loans to existing customers. The role focuses on driving growth, optimizing conversions, and achieving monthly targets within a fast-paced NBFC environment.

The candidate will manage sales MIS, monitor performance, and ensure compliance with loan policies while coordinating with credit, operations, and analytics teams.

Qualifications

• 7+ years in sales within NBFC/financial services or BPO.
• Experience leading tele sales / inside sales teams.
• Strong business loan sales, top-up and cross-selling experience.
• Proficiency in sales MIS, Excel, CRM, and analytics.
• Excellent communication, negotiation, leadership, and stakeholder skills.

Responsibilities

• Lead, mentor and manage the tele sales team for top-up loans.
• Drive growth through existing customer portfolio and cross-sell.
• Monitor call metrics, lead conversion and performance reports.
• Ensure process compliance and timely disbursements with credit/ops.
• Coordinate with cross-functional teams for streamlined loan journey.

Skills

Team management

Sales leadership

Customer outreach

Performance analytics

Negotiation

Communication

Tools

Excel

CRM systems

Sales MIS

Job description

Job Description Senior Manager – Tele Sales (Business Loans)

Industry: NBFC / Financial Services

Department: Sales – Business Loans

Experience Required: Minimum 7 Years

Maximum CTC: Up to 14 LPA

Product: Business Loans – Top-Up Loans to Existing Customers

Key Roles and Responsibilities

1. Tele Sales Team Management

• - Lead, manage, and mentor the tele sales team responsible for offering top-up loans to existing business loan customers.
• - Drive team productivity through effective target allocation, performance monitoring, and regular reviews.
• - Monitor calling activity, customer connect ratios, lead conversion, and individual sales performance.
• - Conduct regular training sessions, call audits, and performance coaching to improve team effectiveness.

2. Business Growth and Revenue Generation

• - Drive business loan top-up disbursements through the existing customer portfolio.
• - Develop and implement strategies to increase customer penetration, repeat borrowing, and cross-selling opportunities.
• - Ensure achievement of monthly and quarterly business targets, including login, sanction, and disbursement targets.
• - Identify opportunities to improve lead conversion and reduce customer drop-offs during the loan journey.

3. Sales MIS and Performance Monitoring

• - Track key performance indicators such as call volume, contactability, lead generation, login-to-sanction ratio, sanction-to-disbursement ratio, conversion rate, and disbursement value.
• - Prepare and present daily, weekly, and monthly sales performance reports to senior management.
• - Analyze team performance, identify gaps, and implement corrective action plans to achieve business targets.
• - Monitor productivity, manpower utilization, and cost per acquisition.

4. Process Compliance and Quality

• - Ensure adherence to the company's sales policies, customer communication standards, and regulatory requirements.
• - Maintain quality standards in customer interactions and ensure transparent communication of loan terms and eligibility criteria.
• - Coordinate with credit and operations teams to ensure smooth processing of loan applications and timely disbursements.
• - Ensure proper documentation, accurate lead tracking, and compliance with internal processes.

5. Stakeholder Management

• - Coordinate with credit, risk, operations, collections, technology, and branch teams to streamline the top-up loan process.
• - Work with portfolio and analytics teams to identify eligible customer segments and improve campaign effectiveness.
• - Share customer insights and market feedback to improve product offerings and sales strategies.

Candidate Requirements

• - Minimum 7 years of experience in sales within an NBFC, bank, or financial services organization or BPO.
• - Prior experience in managing a tele sales, telesales, telecalling, or inside sales team is essential.
• - Strong experience in business loan sales, repeat lending, top-up loans, cross-selling, or existing customer portfolio monetization.
• - Experience in team handling, target achievement, sales planning, and performance management.
• - Proficiency in sales MIS, Excel, CRM systems, and performance analytics.
• - Excellent communication, negotiation, leadership, and stakeholder management skills.
• - Ability to work in a target-driven environment and manage high-volume calling operations.

Compensation

CTC: Up to 14 LPA, depending on relevant experience, current compensation, and suitability for the role