Product Sales Lead-Turbo Cross Sell

About the Role

The Product Sales Lead – Turbo Cross Sell Business will be responsible for driving the cross-sell strategy within the Retail Banking segment. This role involves managing large-scale outbound call center operations to generate business from pre-approved customers. The incumbent will play a pivotal role in leveraging technology, data analytics, and people management to enhance customer engagement and deliver business outcomes aligned with organizational goals.

Key Responsibilities

Primary Responsibilities

• Manage outbound call centers tasked with generating cross-sell business for various banking products.
• Drive customer interest in pre-approved financial services through outsourced call centers.
• Utilize call center technology, including dialers and PRI telecom lines, to optimize business growth.
• Apply strong data analytics to improve contact rates and business conversion.
• Oversee a workforce of 1000+ outsourced/captive call center employees, ensuring effective hierarchy and vendor relationship management.
• Align strategies with monthly, quarterly, and annual business budgets.
• Manage database analytics to refine dialing strategies and improve output.
• Develop incentive-based strategies to enhance business quality, customer experience, and reduce attrition.
• Ensure adherence to call procedures to maximize effectiveness and output.

Secondary Responsibilities

• Design and implement review mechanisms at all levels to assess performance and define improvement strategies.
• Conduct periodic performance reviews to enhance delivery outcomes.
• Maintain and manage the complete hierarchy of outsourced call centers through strong relationship management.
• Approve monthly call center billing and drive cost efficiencies.
• Create performance matrices for leadership reviews.
• Resolve technical issues in daily call center operations in collaboration with internal and external stakeholders.
• Identify and address process gaps to improve sales quality.
• Ensure strong process orientation in daily business delivery.
• Facilitate workflows, processes, and procedures within the call center environment.

What We Are Looking For

Education : Graduate/Postgraduate degree in Business Administration, Marketing, or a related field.

Experience: Proven 6 years of experience in managing large-scale outbound call center operations. Strong background in retail banking and cross-sell strategies. Experience in vendor management and handling large teams. Demonstrated success in data analytics and technology-driven business growth.

Skills and Attributes

• Excellent people management and interpersonal skills.
• Strong analytical and strategic thinking capabilities.
• Proficiency in call center technologies and telecom infrastructure.
• Ability to manage budgets, ROI, and cost efficiency.
• High process orientation and attention to detail.
• Effective communication and leadership skills.
• Ability to train and mentor teams on policies, procedures, and systems.