Job Description
Job Purpose
The Site head is responsible for overseeing and managing the relationships with external vendors who provide call center sales services to the organization. They play a crucial role in ensuring the success of outsourced sales programs, optimizing performance, and maintaining high-quality service delivery. The Vendor Manager acts as the primary liaison between the organization and the vendors, coordinating activities, monitoring performance metrics, and driving continuous improvement. Additionally, managing the team effectively, addressing their concerns and ensuring compliance with company policies and the ABC Code of Conduct, while maintaining high-quality client interactions.
Job Context & Major Challenges
Job Context/Job Challenges:Organizational Context
ABC Digital has been incorporated as a wholly owned subsidiary of Aditya Birla Capital in 2023 to engage in distribution of Aditya Birla Capital products and providing services to customers, including web-based services, e-commerce, and payments facilities and allied activities.
ABC Digital is developing an omni-channel based D2C platform (website and app) to acquire new customers and serve them seamlessly. In addition, ABC Digital has started a virtual engagement management through inbound and outbound calling. Also, ABC Digital is engaged in cross-selling different ABC products to walk-in branch customers.
ABC Digital is collaborating with all ABCL subsidiaries to deliver a truly personalized and seamless omni-channel experience for both new and existing customers by building capacity and enhancing productivity through investments in talent, technology, marketing, and data and analytics.
About The Aditya Birla Capital Virtual Relationship Business –
Key Challenges for the role –
Ensuring consistent sales performance and productivity of the RM team while meeting product targets and achieving growth in the allocated portfolio.
Managing escalations from RMs and exercising discernment in determining their capability to handle complex customer calls.
Coordinating with Internal Teams: Interacting and coordinating with internal teams for obtaining business approvals and addressing credit, underwriting, and other operational requirements.
Key Result Areas
KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)
KRA1 Vendor Relationship Management: Develop and maintain strong relationships with external vendors, acting as the main point of contact for all vendor-related matters.
Collaborate with vendors to define and align sales goals, objectives, and performance metrics.
Conduct regular vendor meetings, performance reviews, and ongoing communication to ensure compliance with service level agreements (SLAs) and contract terms.
Address vendor concerns, resolve disputes, and mediate any conflicts that may arise.
KRA2 Performance Monitoring and Reporting: Track and analyze key performance indicators (KPIs) to evaluate vendor performance, including sales conversion rates, call quality, customer satisfaction, and revenue targets.
Generate regular performance reports and dashboards, identifying trends, insights, and areas for improvement.
Conduct root cause analysis to identify factors impacting performance, implementing corrective actions and process enhancements as necessary.
Provide feedback and recommendations to vendors on performance improvement strategies.
KRA3 Quality Assurance and Compliance: Ensure vendors adhere to established sales processes, scripts, and compliance guidelines.
Conduct audits and quality assurance checks on vendor operations, monitoring call recordings, sales transactions, and adherence to regulatory requirements.
Develop and implement training programs to enhance vendor performance, product knowledge, and sales techniques.
Stay updated on industry best practices and trends related to call center sales operations.
KRA4 Cross-functional Collaboration Collaborate with internal stakeholders, including sales managers, marketing teams, and customer service departments, to align strategies and optimize the vendor partnership.
Participate in cross-functional projects, providing subject matter expertise and driving process improvements.
Foster effective communication channels to ensure a smooth flow of information between the organization and vendors.
