Team Leader Injaz - RBG - CC_Balance Builder Retail Banking Group

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.
  
  

• 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.
  
  

• 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
  
  

• 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.
  
  

• 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.
  
  

• 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.