Process Manager - Sales Operations

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.