Team Leader

Job Summary

This role is responsible for managing Sampark queries & escalations for the Zone, who will be actively involved in the Distributor engagement, distributor servicing over phone and achievement of the sales target.

Responsibilities

• KRA1 Virtual Relationship Sales Management Tracks market share and gross sales (to ensure that the Zone delivers the targets. Drives activation of MFDs to achieve higher sales volumes. Drives ongoing sales from the defined relationships and contribute towards sales achievements. Obtains and analyzes information from market to increase the Activation liaises to increase sales. Profiles distributors and caters to their requirements to ensure ongoing business from them. Daily track the VRM Productivity and business converted
• KRA2 Managing Distributor Engagement Conducts joint meetings and contact with the distributors along with the VRMs. Disseminates updates and other product related information in timely manner to the VRMs (via email & connect with distributor). Organizes and executes trainings for the VRMS and engagements for partners in collaboration with Investor Education. Updates VYMO with requisite information to facilitate information collation and analysis.
• KRA3 Reporting and compliance Ensures 100% compliance with internal reporting & audit systems. Provides weekly reports, to the VRM Head
• KRA4 Manage the distributor servicing process Ensure all the distributor queries are handle and reverted on time. Identify gap areas and prioritize them based on the distributor expectations. Help developing systems to monitor adherence along with Manager. Identify & Implement the existing processes to improve the level of service. Share / adopt best practices across channels and share new ideas to enhance service offerings. Promote cross selling and upselling of the products. Pass on the Leads to the Sales RM
• KRA5 Feedback action planning & Digital adoption Define action plans for implementing the proposed changes. Improve performance metrics likeProcess Efficiency (egTAT), productivity, cost saving, customer satisfaction, etc. Use of technology (CRM, Right fax, IT infrastructure to move the manual interactions in to automated channels). Enhance distributor experience, increasing efficiency and productivity and overall cost reduction. Implement the digital adoptions
• KRA6 Continuous review of VRM Distributor servicing processes Liaise with CRM team for development. Liaise with Contact centre operations team for implementation. Check with the Training and Quality team for standardization and quality of delivery
• KRA7 Complaint and Escalation Management Detailed RCA of Distributor complaints for resolving it. Follow up with CAMS/Customer service team for resolution to resolve the escalation. Final resolution call to customer for closing the escalation.

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