head sales operations

JOB DESCRIPTION

Title: Head – Sales Operations | Location: Mumbai | Education: Graduate (MBA preferred) | Years of Experience: 8-12 years | Openings: 1| Salary: As per industry standard

Profile Summary:

This is a high-impact role that would be crucial to help us scale our business quickly by getting all key functions of the business on a sales operations engine build for scale. The head of sales operations is responsible for creating and driving the required sales processes across various sales channels & building the requisite tools and sales infrastructure to enable the success of the team.

This would be a hands-on role requiring the candidate to take ownership of the operations end-to end and build a strong team to meet the business objectives.

Experience required:

• Must haves

o At least 4 years’ experience in customer relationship management (CRM), project management or equivalent.

o Experience in a sales management capacity, or Strategy/Sales Operations roles in BFSI industry or IT industry.

o MS Office – A good knowledge and hands on experience of Excel, Word and Power-point o Adept in new technologies and train people around it.

o Exceptional verbal/written communication skills

o Should have team handling (direct and indirect) experience

o High process and quality orientation

o Excellent strategic, problem solving, analytical, presentation and communication skills. • Preferred

o Experience with Financial sector, Hospitality Industry.

o Experience of working in a start-up

o Experience in leading programs

o Comfortable crafting and communicating insights from data, as well as attention to detail and an interest in metrics/understanding trends and patterns in business performance

Key responsibilities:

Strategy and Leadership:

• Identify, structure, and lead key strategic initiatives and business programs and sales operation • Designing and keeping the process fresh to align with customer acquisition, retention and maintaining strong relationship

• Help support the Sales leadership in developing the market’s business plan, go-to-market strategy and support to execute programs.
• Analyze and develop deep insights on business and core performance metrics in view of business reviews. Align with cross-functional departments

• Drive operational excellence (business growth, opportunity, health and performance metrics • Work with a broad base of stakeholders to troubleshoot issues across all stages of the business cycle to improve overall performance. Ensure stakeholder issues are resolved in a timely manner • Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement

• Taking initiative and removing in-efficiencies from the system
• Handling overall performance of team

• Preparing Pitch Scripts & presentation decks for the team along with team leads • Coordination with Tech team for consistently adding features which can improve team efficiency

• Quality Checks via Audits for applicable processes

• Implementing best practices for Customer Service to lead maximum customer satisfaction • Razor sharp Focus on making customer journey simpler to ensure maximum conversion and consistently reduce frictions

• Facilitating administrative and operational supports to the team of Channel Partners for smooth functioning

Analytics:

• Capacity,escalation-management and BCP planning to ensure that we areavailable for our customers, when they need us
• Defining metrics and tracking Daily, weekly and monthly numbers
• Root cause analysis
• Monitor and maintain the quality of interaction with customers and partners(Audits & Quality Improvements).

Relationships:

• Create a transparent working environment to ensure associates voice is heard and if necessary,appropriately acted upon.
• Attrition Handling
• Training of Agents
• Maintaining a strong culture of identifying problems and solving them.