Head of Telesales
Permanent - Full TimeJob Overview
About Mox
Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.
Why Mox
Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Mox rewards you with an array of banking and lifestyle benefits. Who says banking can’t be fun?
Who are we looking for?
We are now looking for a passionate individual to join our Credit Cards & Lending team. This is a key role to play in excel your leadership and change management skills and deliver the team performance measures in line with the defined business plan. You will lead a Telesales sales team and work collectively with Product teams to maximize performance in achieving our objectives. This Role will report to Business Head - Credit Cards & Unsecured Loans.
Responsibilities
- Overall responsibility for the strategic direction, development, performance and maintenance of the sales activities of the telesales team in Shenzhen & Hong Kong to achieve and exceed business targets
- Define scorecards in alignment with business objectives for Telesales and measure performance against it to continuously elevate performance
- Define calling strategy through dialler – predictive / preview to optimize conversion on the calling leads
- Manage capacity planning and oversee the recruitment, onboarding, and continuous training of new telesales staff to maintain a balanced team to ensure optimal utilization of approved headcount
- Lead, coach, and mentor team to enhance performance, improve call quality, and ensure sales goals are met. This includes having performance metrics based conversations and providing constructive feedback.
- Work with product & analytics to implement data-driven sales strategies to drive call leads maximization to deliver returns and growth in accordance with organization plans
- Ensure all telesales activities comply with HKMA regulations, including the "Code of Practice on Person-to-Person Marketing Calls" regarding call frequency, timing, and transparency.
- Conduct regular reviews of recorded calls to ensure call quality, compliance with internal policies and regulatory standards
- Define metrics for measuring success of telesales team and publish them on periodic basis to management
Requirements
- University degree in a relevant discipline
- Proven experience (minimum 5-7 years) in a leadership role within a telesales department of a Hong Kong bank, preferably with exposure to loan products
- Demonstrated ability to lead, motivate, and manage a high-performing sales team
- Proficiency with CRM platform in the market
- Proficiency with Dialler platform in the market
- Familiarity with calling list and response rate optimization
- Customer-focused mindset to understand and meet customer needs
- Well-developed interpersonal and communication skills
- Clear view on how to work with compliance and internal Control to ensure a balanced risk operating environment
- Fluency in both English and Cantonese, with knowledge of Putonghua preferred