II. Job Summary

Key Accountabilities and Performance Measures Impacted for both In-house teams and 3rd Parties as well.

III. Key Roles & Responsibilities

1. Sales operation planning, management and monitoring:

- Delivery the sales targets

- Manage tele sales agents, field sales agent through team leaders

- Maintain of low attrition rate for agents and team leaders

- Agents and team leaders to be fully equipped, trained along with regular coaching to ensure they are able to do their job and perform as per company standards

- Ensure all the audit requirements are met and follows the policies laid down by the company

- Ensure the changes in the policies are communicated in time to staff

2. People development, training and motivation:

- Recruitment of agents

- Termination of agents on account of non-performance / disciplinary issues

- Implementation of any process which helps improves process efficiency

3. Problem Complexity:

- Routine Problem – Agent not reporting to work, non-adherence of the process by an agent / team leader

- Non routine – Non-cooperation by team leaders, agents on a certain policy/process of the company to adhere to the changed policy, non-delivery of targets, reduction of no of seats Performance measures

- Daily & monthly originations of loans/insurance policies

- Daily & monthly productivity MIS reflecting the calling & conversion metrics

- Monthly Attrition MIS

- Updated training deck to be maintained, daily feedback and coaching diary to be maintained. Finally result to show the effectiveness.

- Satisfactory Audit ratings and visit memo’s.