Job Objectives
We are seeking an experienced and dynamic team leader to spearhead digital service adoption and lead conversion, specifically targeting customers within our newly established Emerging Affluent segment. This critical role involves managing a dedicated team of 8–10 outbound agents. The primary objective is to recover high-value drop-off leads from our digital acquisition and service funnels. The successful candidate will deep-dive into the root causes of customer pain points, identify leakage within the digital journeys, and transform incomplete digital prospects into successful applications by leveraging data-driven insights and curating effective service journeys and communications. This role is instrumental in bridging the gap between digital friction and human solutions to drive target segment conversion from offline to online channels and enhance the overall customer experience.
Roles & Responsibilities
Strategic Leads Recovery & Team Management
- Orchestrate and lead a team of 8–10 outbound agents, setting clear KPIs for conversion efficiency, call quality, and lead-to-fulfillment ratios.
- Develop and implement a structured Recovery Framework to identify and prioritize drop-off cases based on business targets, growth value, and the stage of abandonment within the digital journeys.
- Coach the team on advanced re-engagement techniques and communication scripts that emphasize problem-solving and goal-driven interactions, delivering premium service and exceptional customer experience.
- Optimize the leads management workflow to ensure case status is updated in real-time, providing a transparent view of the team's contribution to the total conversion pipeline.
Behavioral Insights & Funnel Optimization
- Analyze patterns in digital drop-offs and call center records to provide actionable feedback to Digital and Product teams.
- Initiate and drive plans to reduce friction in the online application and account opening processes.
- Identify the Moment of Truth for different customer personas to understand customer pain points and drop-off reasons.
- Tailor outbound scripts to effectively address specific psychological or technical barriers encountered by customers.
Conversion Excellence & Service Standards
- Establish and maintain high standards for First-Call Resolution, ensuring the team can resolve customer issues (e.g., onboarding or product transactions) at a single touchpoint.
- Manage the team's service quality to align with the bank's brand positioning, ensuring every outbound interaction feels like a concierge service rather than a generic telemarketing call.
- Maintain a robust Quality Assurance (QA) process, regularly reviewing call recordings and refining communication scripts to ensure continuous improvement.
Requirements
- Bachelor's degree in Business Administration, Marketing, Finance, Computer Science, or a related field.
- Minimum of 7-10 years of experience in digital service management, sales, or customer relationship management within the financial services industry, with a strong focus on digital channels.
- Proven experience in a team lead or managerial role, successfully leading and coaching outbound sales or service teams.
- Experience in managing and analyzing customer data to drive conversion and enhance customer experience.
- Demonstrated ability to lead, motivate, and develop a high-performing team. • Strong understanding of digital acquisition funnels, online customer journeys, and digital banking products and services.
- Excellent analytical and problem-solving skills with the ability to interpret data, identify trends, and provide actionable insights.
- Exceptional verbal and written communication skills, with the ability to craft compelling scripts and provide effective feedback.
- A deep understanding of customer pain points and the ability to design solutions that enhance customer experience.
- Good knowledge of wealth management products is beneficial.
Why Join Us
This is a unique opportunity to define the future of banking for the next generation of affluent customers. You will play a strategic role in shaping the bank's position in a competitive, fast-evolving segment, leveraging data, digital, and human insights to craft an experience that's smart, relevant, and personal
