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Team Leader – Telesales
HFC Limited, the banking and property finance subsidiary of HF Group, has an exciting opportunity in our Retail Division. We are seeking a talented, dynamic, self-driven and results-oriented individual who is committed to performance, excellence, and participating in our growth strategy.
The jobholder is responsible for growing the Telesales portfolio, balance sheet, and effective management of Telesales Agents to manage cost and maximize profitability.
Deadline: 2025-07-18
Category: Retail
Subsidiary: HFC
Principle Accountabilities
1. Business planning and growth
- Drive achievement of the set targets through customer growth and retention across all lines; deposits, lending, Cards, Agent banking and NFI
- Deposit mobilization
- Develop and refine telesales toolkits, client materials and training to reflect the various target proposition
- Performance Management – Run daily, weekly and monthly reviews with the sales staff to ensure the team is constantly engaged and ahead of targets
- Cost Management and Revenue Generation
- Drive cheap deposits to reduce on the cost of funds.
- People management
- Implement effective HR standards and strategies, manage succession plan, and retain key talent, constant discipline in performance management
- Motivate, Coach and Energize the Telesales staff positively to deliver the best results
- Engage the team in constant training to address training needs, implement training road maps to ensure an engaged Team
2. Operational risk controls and procedures.
- Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles
- Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
- Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
- Tracking and monitoring of TAT for the segment and working with stakeholders to ensure targets are met
3. People Management & Administration:
- Manage the sales staff by providing ongoing individual coaching and training to assure ensure achievement of sales goals, member retention and deepening member relationships.
- Continuous review & appraisal of sales staff performance and immediate corrective action.
- Ensure sales staff are motivated for maximum productivity
- Cultivate a team culture that enhances support for each other to ensure overall productivity.
- Arrange, conduct or recommend appropriate training for branch staff to enable them carry out their duties effectively & efficiently.
- Ensure discipline and adherence to staff code of ethics by sales staff.
- Ensure planned leave schedule & execution for branch sales staff.
4. Operational risk controls and procedures.
- Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles
- Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
- Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
- Tracking and monitoring of TAT and errors for sales staff and working with stakeholders to ensure targets are met
Key Competencies and Skills
General Competencies:
- Excellent written and oral communication skills.
- Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organizational levels; ability to work independently and as part of a team.
- Excellent customer service skills with the ability to respond to inquiries or complaints effectively and in a timely.
- Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention, and problem-solving skills.
- Basic analytical ability with active listening skills.
- Good working knowledge of the MS Suite.
- Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
- Ability to maintain confidentiality of sensitive information.
- Willingness to adapt to changing business needs and deadlines.
Minimum Qualifications, Knowledge and Experience
Education: Bachelor’s degree
Experience:
- Minimum of 3 years’ experience in sales management within the Banking Industry
- Demonstrate knowledge of banking operations
- Problem-solving and analytical skills
- Demonstrate integrity and ethical standards
- Attentive to details
