Team Leader - Credit Cards
United Arab Bank
Total years of experience :2 years, 8 Months
• Manage a team of 7 Sales Executives. It consists of setting-Up monthly sales targets after discussion with the Sales Manager and break down to the individual targets for Team members.
• Have daily team hurdle and check their DSR Report, authenticate the same by calling up the customers to ensure that the sales representative have met the customers.
• Assign Territories/ Companies to each Sales Executives and provide guidance in achieving their allocated monthly targets.
• Submit application for processing under the policy and compliance of the bank.
• Conduct Interviews and hire new professional.
• Conduct Training to the team for all new features, products and process launched by the bank.
• Motivate the team to achieve higher level of targets.
• Identify and enroll companies under the listing to generate more business.
• Follow up with processing unit and credit to get the cases approved and disbursed on a timely manner.
• Maintain complete Team MIS to show individual performance and their progress towards their targets.
• Obtain information about the competitors and their products and keep updating Sales Executives about them through training mock calls and quiz.
• Ensure that individual performance meets all standard activities for prospecting calls, appointments, proposals and new business leads.
• Deliver the assigned target by keeping 100% compliance process.
• Manage all Inbound and Outbound Calls for the Campaign
• Manage and Supervise a Team of 15 Agents (Most Arab Nationals).
• Conduct Interviews for new professional and provide feedbacks to the Account Manager.
• Enhance Cross Sell Program for complete range of Retail Banking Multi Products, like Mortgages / Credit Card / Personal & Auto Loans.
• Ensure that the Cross Sell Sales Targets are met on daily and on monthly bases.
• Monitor the Daily Performance Sheet of all agents.
• Motivate the team to achieve higher level of targets.
• Supervise and Assist the team on call floor.
• Conduct Mystery (Test) Calls after office hours.
• Take all escalation Calls.
• Monitor Live and Recorded Calls of the agents and provide feedbacks on their Call Quality and overcome all shortfalls.
• Conduct weekly hurdles with the team to discuss any problems/issues they face.
• Conduct Training for all new products and process launched by the bank.
• Submit complete UAB Call Centre Report on daily basis to the Chairman, Head of Consumer & Retail Banking and Head of Islamic Banking.
• Coordinate and correspond with various Heads of the department for all issues encountered by the Call Centre.
• Extract the Service Level report at the Month End and forward to the Account Manager for approval and further circulation.
• Take important decisions in the absence of the Account Manager.
• Prepare Shift Schedule for the entire Team.
• Assist the Account Manager to achieve the Service Level 95% on a monthly basis.
• Assist the Account Manager in developing a career path for the team.
• Assist the Account Manager in maintaining all Audit trail of the department.
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