Senior Manager - Customer Service

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