Assistant Vice President - CC PIL AND THIRD PARTY

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Job Introduction

This position is responsible for overseeing all aspects of telemarketing operations at the Contact Centre, ensuring that sales and service standards are met across a range of products. The role supports the attainment of strategic, financial, and operational objectives, and provides high-level assistance to the Sales and Service Team.

Key duties include administrative support, delivery of quality and coaching frameworks, consistency checks, identifying business needs, and coaching team managers. You will be expected to lead, motivate, and develop a team to deliver outstanding customer service and sales propositions to both local and international HSBC IWPB customers, while maintaining cost efficiency.

Principal Responsibilities:

• Drive and manage telemarketing activities to achieve strategic, financial, and operational goals.
• Ensure growth of Personal Loan and Anytime Credit (PLOC) business in alignment with IWPB strategic plans and annual operating projections.
• Develop and implement initiatives to enhance third-party throughput and productivity.
• Lead and support the team to achieve individual and collective targets.
• Apply technical expertise and business acumen to improve customer satisfaction and third-party performance.
• Increase the Login to Disbursal Rate to meet expectations.
• Manage discrepancies within the Contact Centre Personal Loan portfolio, including third-party channels.
• Evaluate CIBIL and FOIR to resolve discrepancies effectively.
• Liaise with internal and external stakeholders to ensure seamless operations.
• Review declined cases and pursued re-appeals where appropriate.
• Engage with customers to improve disbursal rates across the portfolio.
• Minimise input errors in the Personal Loan and PLOC business.
• Demonstrate a strong understanding of internal HSBC systems.
• Knowledge of Personal Loan and Anytime Credit (PLOC) products is advantageous.
• Establishing a robust third-party sales channel in collaboration with relevant teams.
• Managing end-to-end process flows for product sales through digital platform
• Achieving measurable goals in line with the annual operating plan.

Role Requirements / Education Qualifications / Certifications / Experience:

• Graduate / post-graduate with minimum of 5 years’ experience.
• Sound telesales background which includes experience managing alternate channels
• Total work experience of at-least 5 years with a minimum of 3 years’ experience managing large business independently.
• Good Communication Skills
• People Management skills with an ability to drive and motivate individuals
• Good Coaching and Counselling Skills

Eligibility Criteria

• India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.
• Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlisted
• INM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

Additional Information

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India