Senior Manager - Sales and Business Growth

1. Strategic Sales and Business Growth

• Develop and implement strategies to achieve revenue and business growth targets through the Contact Centre.
  
• Identify and pursue cross-selling and upselling opportunities across the bank’s products and services.
  
• Collaborate with product, marketing, and customer experience teams to design and execute campaigns tailored to customer needs.
  
• Drive sales strategies aligned with the bank's overall business objectives, focusing on customer acquisition and retention.
  

2. Contact Centre Sales Operations

• Oversee and optimize sales workflows, ensuring seamless integration of sales activities into the Contact Centre’s operations.
  
• Leverage analytics and CRM tools to monitor sales performance, identify trends, and improve conversion rates.
  
• Implement tools and processes to enable agents to deliver personalized, effective, and efficient sales interactions.
  
• Ensure adherence to regulatory requirements, sales quality standards, and compliance protocols.
  

3. Leadership and Team Management

• Lead, coach, and inspire a high-performing sales team within the Contact Centre.
  
• Set clear performance goals for sales agents and supervisors and ensure accountability for results.
  
• In liaison with the CX Knowledge Management Team and HR L&D, develop training programs to enhance sales capabilities, product knowledge, and customer engagement skills
  
• Foster a culture of continuous improvement, collaboration, and customer-centricity within the team.
  

4. Customer Relationship Management and Retention

• Work closely with the CX Business Partnering, Customer Engagement team to ensure the Contact Centre strengthens customer relationships and builds loyalty.
  
• Leverage data and insights to identify at-risk customers and implement retention strategies.
  
• Promote proactive outreach to deepen customer relationships and improve overall satisfaction.
  

5. Data-Driven Decision Making

• Use data analytics to track performance metrics, including revenue, conversion rates, and customer lifetime value.
  
• Conduct regular analysis of customer feedback, behaviour, and onboarding patterns to inform sales strategies.
  
• Provide actionable insights to senior leadership on opportunities for revenue growth and customer engagement.
  

6. Collaboration and Cross-Functional Engagement

• Partner with Commercial teams and digital channels to ensure consistent customer experiences and seamless handoffs.
  
• Align with marketing and product teams to design targeted campaigns and product offerings for Contact Centre customers.
  

7. Innovation and Continuous Improvement

• Drive innovation in Contact Centre sales processes by leveraging emerging technologies (e.g., AI, chatbots, analytics). Implement process enhancements to improve efficiency and productivity in sales operations.
  
• Stay updated on industry trends and best practices to position the Contact Centre as a key sales engine.