About Us : We at Vitasta Consulting Pvt. Ltd are servicing the talent acquisition needs for many national and international clients across various domains. We have been helping find a large number of our clients quite a few leaders, functional experts as also emerging precocious talent since 1997.
About Company : Our Client is a leading stock broking firm in India. It is a member of the Bombay Stock Exchange, National Stock Exchange.
Roles and Responsibility :
JobTitle: Head Sales Transformation Location: Mumbai Corporate Office Experience:12+ years Qualification: Post Graduation Nature of experience: Should have lead business transformation projects for large organizations. The person should have had exposure to Data analytics and automation initiatives along with background of compliance and quality control. Job Responsibilities / Accountabilities:
Lead Data Analytics and automation
Head B2C, B2B, MF and WMS analytics team
Drive data automation projects with real time dashboards on various business and quality parameters
Create data warehouse and drive AI/ML driven insights to create smart nudges to sales team and customers to improve productivity and ROI
Produce business insights to drive process and productivity improvements
Undertake adhoc data analysis related projects defined from time to time
Drive Digital Transformation Projects
Head B2C, B2B, MF and WMS Digital Projects team to drive digital transformation across business verticals
Work closely with KPMG and implement digital transformation projects within the stipulated timelines
Envisage and create digital interventions across channels to drive DIY business nos and improve sales productivity
Create new business channels purely digital or phygital in nature to add new revenue streams
Head Compliance and KYC
Ensure Smooth functioning of all sales facing KYC applications like (DIET/DKYC/EKYC/DIY)
Drive changes pertaining LMS through creation of business requirement documents and Liaoning with vendors to implement the changes within the timelines
Ensure systematic checks on all sales processes and build escalation mechanism in case of deviations
Deep dive into deviation cases to curb miss-selling or malpractices in the system by taking suitable action
Ensure KYC related queries and process adherence related queries are resolved within stipulated TAT
Head Quality Control
Create / Modify existing quality control mechanisms and evaluate the sales performance against the set benchmarks
Define and implement an objective and automated quality scoring mechanism against each RM / BDM / Agent etc.
Ensure timely reports are sent to teams and call calibration is done periodically to improve quality
Make necessary interventions to ensure NPS score for field agent improves
Vision & Strategic orientation
Communicate to influence & engage
Team Management & development skills
Dynamic and self-motivated to handle large team to mobilize correct resources
Having demonstrated strong skills in decision making and managing/executing multiple tasks at a time
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases