Channel Head - Tele Relationship Manager

Job title: Channel Head - (TRM)

Location: New Delhi

Reports to: Head- Customer Service, Alternate Channels

Job Description

Channel Head - (TRM) will be responsible for driving end-to-end strategy, transformation, and growth of the tele-led customer engagement and revenue channel. This role will own P&L for the TRM channel and lead large-scale teams to deliver best-in-class customer experience, sales outcomes, and operational excellence.

A critical aspect of this role is to leverage AI, automation, and data analytics to transform traditional tele-calling into a next-generation, insight-driven customer engagement engine.

Strategic Leadership & Business Ownership

• Define and lead the long-term vision and strategy for the TRM channel aligned with organizational growth objectives
• Own P&L for the tele-sales and customer engagement channel
• Identify emerging opportunities to scale revenue through digital-assisted tele-sales and hybrid engagement models
• Act as a key member of the leadership team, contributing to enterprise-wide growth and customer strategy

AI-Led Channel Transformation

• Drive adoption of AI-powered tools such as:
• Predictive lead scoring and prioritization
• Intelligent diallers and conversation analytics
• AI-driven recommendation engines for cross-sell/upsell
• Speech analytics for quality monitoring and sentiment analysis
• Partner with Data Science and Tech teams to build next-gen TRM capabilities (chatbots, voice bots, co-pilots for agents)
• Use AI insights to improve conversion rates, agent productivity, and personalization at scale
• Champion a data-first culture across the TRM organization

Revenue Growth & Customer Lifecycle Management

• Drive acquisition, retention, cross-sell, and upsell via the tele channel
• Design data-driven campaigns to maximize customer lifetime value (CLTV)
• Optimize funnel metrics including connect rates, conversions, revenue per agent, and cost per acquisition
• Collaborate with Marketing, Product, and Digital teams to execute integrated customer journeys

Large-Scale Team Leadership

• Lead and scale a high-performing team of TRMs, team leaders, and managers
• Build leadership depth, succession planning, and talent development frameworks
• Drive a culture of performance, continuous learning, and innovation
• Implement structured coaching and capability-building initiatives

Customer Experience & Quality Excellence

• Establish TRM as a customer-centric engagement channel delivering superior experiences
• Leverage AI-driven quality monitoring and real-time coaching tools
• Improve NPS/CSAT through personalized and contextual conversations
• Ensure strict adherence to compliance, regulatory, and quality standards

Operational Excellence & Digital Enablement

• Drive efficiency using automation, CRM optimization, and workflow digitization
• Implement smart workforce planning using predictive analytics
• Continuously improve call scripts, engagement strategies, and operational playbooks
• Build scalable processes to support rapid growth and evolving business needs

Stakeholder & Ecosystem Management

• Partner with Sales, Marketing, Product, Analytics, and Technology teams to drive outcomes
• Influence senior stakeholders with data-backed insights and performance dashboards
• Manage external vendors, telephony partners, and technology providers

Act as the voice of the TRM channel in leadership forums

Education

MBA / PGDM in Finance or Marketing (Tier 1 / Tier 2 preferred)

Work Experience

• 12–18 years of experience in Tele Sales / Inside Sales / Customer Engagement / Contact Center leadership
• Proven track record of managing large-scale teams and revenue ownership
• Experience in BFSI, fintech, telecom, e-commerce, or high-growth consumer businesses
• Demonstrated experience in digital transformation or AI-led initiatives

Desired Behavioral / Functional Traits

• Strategic thinking with strong business and financial acumen
• Deep expertise in tele-sales and customer lifecycle management
• Strong understanding of AI/ML applications in customer engagement
• Exceptional leadership and stakeholder management skills
• Data-driven decision-making and problem-solving mindset

Ability to drive large-scale transformation and change management