Team - RBG - CC_Balance Banking Group - dubai - Mashreqbank PSC

    Mashreqbank PSC
    Mashreqbank PSC dubai

    1 week ago

    Description
    Job Title

    Team Leader - CCPL

    Department

    CCPL

    Direct Supervisor

    Sales Manager

    Job Number

    2

    Job Purpose
    • To manage the team of Sales Agents and ensure that all sales activities are directed to meeting sales targets.
    • To develop and implement sales strategies and objectives as well as set challenging sales target and ensure that these targets are achieved.
    • To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as human resources.
    Dimensions
    • Operating Budget
    • Number of Staff: 12
    • Capital Exp. Budget
    • Other
    Key Result Areas
    Key Responsibilities:
    • Achieve Sales Targets: Deliver monthly credit card acquisition and balance-building goals through direct sales channels.
    • Lead Management: Ensure effective utilization of leads, monitor allocation, and implement customer engagement strategies.
    • Drive Productivity: Set clear performance goals for the team, track daily activity, and monitor conversion rates.
    • Sales Effectiveness: Develop impactful sales pitches and objection-handling techniques to maximize customer acquisition.
    • Team Coaching: Mentor and motivate the sales team, providing structured feedback and support to improve performance.
    • Compliance & Quality: Ensure all sales activities adhere to regulatory and compliance standards while maintaining high service quality.
    • Performance Analysis: Review sales reports and KPIs to identify gaps, opportunities, and areas for improvement.
    • Recruitment & Training: Hire, train, and certify direct sales agents, building a high-performing team with low attrition.
    • Collaboration: Work closely with Sales Strategy and Product teams to align field activities with business objectives.
    • Continuous Improvement: Adapt sales strategies based on market trends, customer insights, and competitive positioning.
    Operating Environment, Framework and Boundaries, Working Relationships
    • Operate in a call center environment.
    • Works within organizational policies, regulatory guidelines, and risk/compliance boundaries.
    • Collaborate with Sales Development, Product, Compliance, Training, and MIS/Reporting teams for campaign design, performance reviews, and process improvement.
    Problem Solving
    • Recommendations to management for process improvement through root cause analysis of problems and recommendations for product / process / procedural changes.
    • Real-time crisis management, ownership and problem resolution.
    • Resolve working issues within the team as well as between sales and other units.
    • Resolve customer related issues.
    Decision Making Authority & Responsibility
    • Responsible for making decisions on sales strategy, processes and training requirements for team members.
    • Conducting appraisal performance / MBO reviews for the team.
    • Position quota decisions on lead generation and adjustments to accommodate employee illness, vacation and holidays.
    • Make decisions on work shifts, break scheduling and leave applications.
    • Make decisions on any matters relating to improving leads generation and customer satisfaction.
    Knowledge, Skills and Experience
    • University Graduate.
    • Excellent people management skills.
    • 3-5 years experience in similar work environment in supervisory position (at least 3 years in managing people).
    • Preferably has a practical marketing background.
    • Has strong Sales and customer focus and ability to think creatively and work under pressure.
    • Excellent presentation skills.
    • Good team player with result driven attitude.
    • Business sensitive.
    • Has analytical and computer skills.
    • Adaptable and versatile.
    Job Holder

    Date

    Line Manager

    Date

    Approved By

    Date

    #J-18808-Ljbffr

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