Team Leader – Telesales at HFC Limited

Job Description

The Team Leader – Telesales will be responsible for growing the Telesales portfolio, balance sheet, and effective management of Telesales Agents to manage cost and maximize profitability.

Principle Accountabilities

1. Drive achievement of the set targets through customer growth and retention across all lines; deposits, lending, Cards, Agent banking and NFI
2. Deposit mobilization
3. Develop and refine telesales toolkits, client materials and training to reflect the various target proposition
4. Performance Management- Run daily, weekly and monthly reviews with the sales staff to ensure the team is constantly engaged and ahead of targets
5. Cost management and Revenue Generation
6. Drive cheap deposits to reduce on the cost of funds.
7. People management
8. Implement effective HR standards and strategies, manage succession plan, and retain key talent, constant discipline in performance management
9. Motivate, Coach and Energize the Telesales staff positively to deliver the best results
10. Engage the team in constant training to address training needs, implement training road maps to ensure an engaged Team
11. Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles
12. Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
13. Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
14. Tracking and monitoring of TAT for the segment and working with stakeholders to ensure targets are met
15. Manage the sales staff by providing ongoing individual coaching and training to assure ensure achievement of sales goals, member retention and deepening member relationships.
16. Continuous review & appraisal of sales staff performance and immediate corrective action.
17. Ensure sales staff are motivated for maximum productivity
18. Cultivate a team culture that enhances support for each other to ensure overall productivity.
19. Arrange, conduct or recommend appropriate training for branch staff to enable them carry out their duties effectively & efficiently.
20. Ensure discipline and adherence to staff code of ethics by sales staff.
21. Ensure planned leave schedule & execution for branch sales staff.
22. Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles
23. Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
24. Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
25. Tracking and monitoring of TAT and errors for sales staff and working with stakeholders to ensure targets are met

Minimum Qualifications, Knowledge and Experience

1. Minimum of 3 years’ experience in sales management within the Banking Industry
2. Demonstrate knowledge of banking operations
3. Problem solving and analytical skills
4. Demonstrate integrity and ethical standards
5. Attentive to details

Key Competencies and Skills

1. Excellent written and oral communication skills.
2. Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
3. Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
4. Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
5. Basic analytical ability with active listening skills.
6. Good working knowledge of the MS Suite.
7. Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
8. Ability to maintain confidentiality of sensitive information.
9. Willingness to adapt to changing business needs and deadlines.