Head of Telesales, Philippines

About iMoney Group Founded in 2012, iMoney is South East Asia’s leading fintech marketplace for consumer financial and utility products, with operations in Malaysia, Philippines, Indonesia and Singapore. We compare credit cards, loans, broadband packages and various other financial products, providing consumers with the convenience of online comparison and the benefit of telephone-based advice. Serving over 20 million users annually iMoney is the “go-to” marketplace for consumers to learn, compare and apply for financial products, check their credit score and keep in touch with the latest personal finance news. iMoney is part of the ASX-listed iSelect Ltd, Australia’s largest marketplace for consumer finance and utility products. Our vision is to empower consumers to make intelligent decisions on money matters and our corporate culture is underpinned by six core values: Integrity, Make a Difference, On the Money, No Drama, Enterprising & Yearn to Learn

Job Description

html: Key Duties:

  • Responsible for outbound call centre ensuring best in class sales & service performance
  • Monitor activity and live systems and deploy resources to make maximum use of staff and technical resources. Exceeds sales KPIs set by embedding a strong sales culture where everyone understands his or her productivity goals and works to achieve and exceed these
  • Recruit, train, manage, organize, control and supervise staff, directing & controlling all areas under their supervision. Ensures optimal integration with other functions of the business in optimizing output to achieve a culture of quality, consistency, continuous improvement and teamwork with a drive to over-deliver. Coaches and supports call center staff, assess and record their performance and supports them in their personal growth path
  • Lead call centre process compliance and improvement initiatives, develops and maintains formal training programs, ensuring consistency, compliance and increased productivity
  • Manages and improves processes, work instructions and tooling, organizes and supervises improvement projects and contributes ideas for further improvement of the organization
  • Responsible in coordination of major/ severe incidents ensuring everyone is engaged in collaborative communications and contribution to resolve the incident and shorten the disruption to the business
  • Responsible for pro-active user communication to management and sales ensuring sense of urgency and high-performance is maintained throughout the business
  • Leverages best practices and process frameworks to drive continual process improvement in processes. Stays abreast of trends in management, operations, technologies, sourcing, policies, procedures and other external changes that could have a positive impact on the business

Skills & Requirements

  • Bachelor’s Degree
  • 10y+ relevant working experience in a Call or Operational Centre of which 3y + in a supervisory position
  • A strong background in outbound sales and/or operations in a Financial Services environment
  • Proven experience with Call Center technology to support monitoring of live systems; Detailed knowledge of the theory and operation aspects of the processes used within an outbound sales function
  • Service delivery experience with responsibility for the delivery of enterprise services to multiple users across multiple regions would be considered a plus
  • Promotes and supports standardization and continuous improvement
  • Must have a level of proficiency with Internet, Email and Google programs
  • Fluency in written and spoken English
  • Experience in supervising Philippine call centres (local accounts)
  • Experience of working in Financial Services / multinational environment is a bonus
  • Communicates tactfully and effectively both verbally and in writing, and maintains effective work relations
  • Flexibility and adaptability to new instructions and/or dynamic organizational priorities is critical for job success
  • Strong customer-orientation
  • Strong communication skills. Should be able to work very collaboratively and be results accountable
  • Influential, persuasive and assertive with the ability to change approach and other behaviour to ensure business value and associated optimum resource utilization
  • Adherence to policies and processes to ensure consistent quality of service
  • Capacity to lead by example, build teams and develop strong personnel performance goals to improve their capabilities in line with the requirements of the business

Please send us your résumé, examples of your best works, sketches, prototypes or anything else that demonstrates your interest and ability.