Instahyre

Senior Manager - Call Centre Operations
chqbook.com
Gurgaon5-10 Years
Founded in 2017
50 - 200 employees
About chqbook.com
chqbook.com, a Gurugram based fintech startup, is building India's first Market Place Bank for Small Business Owners (across SMEs, HoReCa and Kiranas) and their employees.



Key Pillars: Chqbook is helping Business Owners through five pillars of Accounts, Lending, Insurance, Rewards and Knowledge. Awards: Winner of many prestigious awards like Fintech Rocketship Award 2019 under the UK-India Fintech Rocketship Programme, Tech30 at TechSparks 2019, and 2018 SuperStartups Asia Awards.



Chqbook App Offers over 60 products with zero-fee and negotiated rates - a massive choice to its customers across business loans and credit cards, all at one place. The startup has served over 200,000 customers across 20 cities.



Chqbook uses alternate data and works with credit bureaus, partners and financial institutions to provide financial services to over 12,000 business owners per month and process over 40,000 customer applications per month.


Job Description
Function: Operations → Operations Management

Call Center OperationsLoans+1 moreBanking Operations
We are on a high growth trajectory as we continue to build a digital-only Bank and are looking for exceptional candidates who are: Have the potential to make an impact now and in the future.



Responsibilities:

Achieving the targets and goals set for your profile including the budgeted cross sell targets.
Drive and lead our dedicated and centralized contact center team responsible for selling to prospects acquired digitally or through our partners
Track and drive sales metrics.
Ensuring high customer satisfaction by achieving delivery and service quality norms.
Report on sales activities to top management.
Drive the system towards service quality standards in an efficient operation where risks are well controlled and turnaround service benchmarks are achieved.
Create formal and informal feedback systems to analyse the product performance.
Review, analyse and manage the customer portfolio for profitable growth.
Responsible for overall direction, coordination, quality & productivity.
Understanding technology as well as overall business processes such as risk, finance, settlements, logistics, KYC regulations/compliance etc. especially in the BFSI/Fintech ecosystem.
Working closely with the business heads and other stakeholders to formulate and execute the product roadmap.
People Management:
Relationship and people management with both internal and external teams.
Leading, directing and developing talent to build domain and functional expertise.


Requirements:

Relevant experience in some or all facets of the business loan segment (Sales Finance, Business Loans, Retail financing, Personal Loans etc.
Experience in working on dialer systems and CRM software such as salesforce etc is a must.
Strong people management skills and ability to build high performing teams quickly.
Strong analytics and technology orientation.
Demonstrated ability in business planning relating to sales, distribution, credit and service.
Strong inter-personal skills and leadership ability, which encourages and promotes enthusiasm and team spirit.
Master of multiple tasking. Takes on initiatives and challenges.