Senior Manager - Sales and Business Growth

The Senior Manager, Sales and Business Growth is responsible for driving revenue generation, business development, and strategic growth through the Contact Centre. This role focuses on leveraging the Contact Centre as a key sales and engagement channel, maximizing cross-selling and upselling opportunities, and enhancing customer relationships to achieve the bank’s growth objectives. The role is expected to optimize the contact centre sales operations, develop innovative growth strategies, and ensure the Contact Centre delivers exceptional value to customers and the commercial business.

Key Responsibilities

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.

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.

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.

 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.

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.

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.

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.

Qualifications

Qualifications, Experience

• Bachelor’s degree in business administration, Sales, Marketing, or a related field (master’s degree is an advantage).
• Minimum 12 years of experience, with at least 5 years in a management role in a Contact Centre or similar environment.
• Proven track record of driving sales and revenue growth in a high-volume, customer-focused setting.
• Experience with CRM systems and data analytics tools.
• Knowledge of financial products and services, including loans, deposits, insurance, and digital banking solutions.
• Familiarity with Contact Centre technologies, such as omnichannel platforms and workforce management tools