Manager/AVP - Revenue Management

Role Purpose

The job-holder is responsible for –Sales planning and productivity improvement of the Contact Center.

This would involve ownership and driving of all aspects including database management, performance management, resource management, systems co-ordination, conversation banking platform and deployment of sales models.

Principal Accountabilities

• Projecting & forecasting Business Targets basis the historical campaign performance and current opportunity size.
• Define performance matrices and evaluate the Tele-calling and FOS performance for all business units within Contact Center on on-going basis, Identify area of opportunity and drive productivity improvement.
• Improve campaign efficiency by administering segmentation strategy within available databases to ascertain productivity trend and deliver defined business & campaign targets.
• Design and implement appropriate methodology for customer touch points.
• Identify new opportunities for expansion; implement appropriate sales and campaign strategies to meet the Customer Acquisition, Penetration and Business targets.
• Revenue generation from the conversation banking platform
• Improve the conversational banking deflection rates
• Liaising with Third party CRM Development Team to ensure new developments implemented within defined TAT’s in cost effective way and to ensure minimal downtime.
• Coordinating with HSBC MKTG Analytics,MTKG team to ensure timely allocation and adequate &effective database availability
• Coordinating with CVM team in working out new campaign and segments.
• Coordinating with Internal and External Teams for implementing new initiatives like ATM lead generation, PIB lead generation, Email campaigns, SMS campaigns etc.
• Build and maintain strong relationships with Business Partners, GSC , Third Party Contact Centre employees & management in order to create a positive environment within the Contact Center.
• Timely review of the Conversational Banking journeys