To manage end to end conversion of the Leads generated by VRM agents and drive the respective LOBs Business growth
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.
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.
The Virtual Engagement Lead Converter is responsible for managing the fulfilment process of each case which is stuck in the process journey. This role involves close coordination with various line of businesses (LOBs) to reduce time-for-fulfilment and enhance efficiency from login to issuance/disbursement.
Key Responsibilities:
Enhancing the business fulfillment processes with a focus on reducing turnaround time (TAT) from login to issuance/disbursement
Collaborate closely with respective lines of business to understand their specific requirements and challenges in the fulfillment process. Identify opportunities for improvement and implement solutions to streamline workflows and enhance efficiency.
Identify bottlenecks in the fulfillment process and implement measures to reduce TAT
Good and clear communication regarding financial awareness, product features, key differentiators of ABC product suite
Ability to navigate ambiguity and unchartered path without constant monitoring/supervision
Disciplined, dedication with the work ethics and policies
KRA (Accountabilities) (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
KRA1
Fulfillment Achievement
Accountable for Fulfilment Performance & Productivity of Sales VRM
Improvement in Disbursement/Issuance TAT
Drive end to end conversion of the leads and achieve the Business targets
KRA2
Operational Effectiveness
Track and ensure efficient business processes/ operations across the journey
Drive process efficiencies and faster TATs through interacting with stakeholders across processes, functions and LOBs
Adopt improved processes and best practices to enhance operational effectiveness, productivity and overall business contribution
KRA3
Stake Holder Management
Coordinate with all Respective LOBs to resolve business issues and drive business growth
