Team Leader.Injaz - RBG - CC_Balance Builder.Retail Banking Group

About This Role

MashreqBank

JOB DESCRIPTION

1 Job Title

Team Leader - CCPL

Department

CCPL

Direct Supervisor

Sales Manager

Job Number

2 Job Purpose

- To manage the team of Sales Agents and ensure that all sales activities are directed to meeting sales targets.

- To develop and implement sales strategies and objectives as well as set challenging sales target and ensure that these targets are achieved.

- To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as human resources.

3 Dimensions

Operating Budget

Number of Staff

12

Capital Exp. Budget

Other

4 Key Result Areas

Key Responsibilities:

- Achieve Sales Targets: Deliver monthly credit card acquisition and balance-building goals through direct sales channels.

- Lead Management: Ensure effective utilization of leads, monitor allocation, and implement customer engagement strategies.

- Drive Productivity: Set clear performance goals for the team, track daily activity, and monitor conversion rates.

- Sales Effectiveness: Develop impactful sales pitches and objection-handling techniques to maximize customer acquisition.

- Team Coaching: Mentor and motivate the sales team, providing structured feedback and support to improve performance.

- Compliance & Quality: Ensure all sales activities adhere to regulatory and compliance standards while maintaining high service quality.

- Performance Analysis: Review sales reports and KPIs to identify gaps, opportunities, and areas for improvement.

- Recruitment & Training: Hire, train, and certify direct sales agents, building a high-performing team with low attrition.

- Collaboration: Work closely with Sales Strategy and Product teams to align field activities with business objectives.

- Continuous Improvement: Adapt sales strategies based on market trends, customer insights, and competitive positioning.

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5 Operating Environment, Framework and Boundaries, Working Relationships- Operate in a call center environment.

- Works within organizational policies, regulatory guidelines, and risk/compliance boundaries.

- Collaborate with Sales Development, Product, Compliance, Training, and MIS/Reporting teams for campaign design, performance reviews, and process improvement

6 Problem Solving

- Recommendations to management for process improvement through root cause analysis of problems and recommendations for product / process / procedural changes.

- Real-time crisis management, ownership and problem resolution.

- Resolve working issues within the team as well as between tsales and other units.

- Resolve customer related issues.

7 Decision Making Authority & Responsibility

- Responsible for making decisions on sales strategy, processes and training requirements for team members.

- Conducting appraisal performance / MBO reviews for the team.

- Position quota decisions on lead generation and adjustments to accommodate employee illness, vacation and holidays.

- Required to make decisions on work shifts, break scheduling and leave applications.

- Required to make decisions on any matters relating to improving leads generation and customer satisfaction.

8 Knowledge, Skills and Experience

- University Graduate.

- Excellent people management skills.

- 3-5 years experience in similar work environment in supervisory position (at least 3 years in managing people).

- Preferably has a practical marketing background.

- Has strong Sales and customer focus and ability to think creatively and work under pressure.

- Excellent presentation skills.

- Good team player with result driven attitude.

- Business sensitive.

- Has analytical and computer skills.

- Adaptable and versatile.

Job Holder

Date

Line Manager

Date

Approved By

Date