Head, Retail Bank Customer Engagement Unit recruitment
The Unit Head leads and is responsible for the day to day running of the unit, as well as setting the strategic direction for future growth and development. The unit comprises 2 Team Leaders, 24 Telesales Officers and 2 Administrative staff. The Unit Head's specific responsibilities include:
The unit systematically cross-sells and markets a wide range of transactional, banking and asset products to customers, assisted by marketing campaigns run by the Citibanking Segment Marketing team.
People Management Responsibilities:
- Leading the team, including recruitment, retention and compensation.
- Continuous coaching and development of staff, including team leaders, sales staff and administrative staff.
Sales and Productivity Responsibilities:
- Achieving monthly and annual sales targets, key products include Salary Crediting Direct Debit Authorizations, One Bill Giro, Loans and Investment/Insurance/Premium Account referrals to branches. Other products/services include e-Statements, Citialerts, new and upgrade Credit Cards.
- Continuously improve the unit's productivity and explore ways to increase unit output, including Autodialer.
- Work with the Citibanking Segment Marketing Team and Decision Management to ensure timely and sufficient upload of leads and the proper tracking of leads in ECRM.
- Maintain high standards of customer service
Sales Compliance Responsibilities:
- Ensure the proper controls are in place and to ensure 100% compliance on all sales procedures.
- Ensure that all new products introduced have the appropriate control processes in place.
- Ensure constant monitoring of control processes around sales bookings.
Sales Incentive Responsibilities:
- Managing and administering the Sales Incentive Program (SIP) for the team, ensuring accurate tracking of sales for monthly SIP payouts.
- Conduct periodic reviews of the SIPS program to ensure that the program is optimized.
Business Development Responsibilities :
- Work with businesses and Product Managers to explore new product and services offerings that can be offered to customers.
- Work with Decision Management to continuously track unit performance to improve Revenue to Expense ratios of the unit.
- Manage the unit's expenses
The ideal candidate should fulfill the following requirements:-
- Degree with 4 or more years of experience
- Prior team/sales management experience preferred
- Strong leadership and communication skills
- Strong analytical capabilities
- Driven, committed, disciplined and results oriented
At Citi, we groom the leaders of today and tomorrow. Take the opportunity to embark on a challenging, fulfilling and rewarding career with one of the world's most respected financial institutions now. Please apply online and search for Job ID 12002788.