Posted 3 months ago

Sales & Marketing Jobs, Mogo Finance Jobs.

Key Responsibilities:

Strategy & Leadership.

Develop and implement telesales strategies to achieve monthly and annual loan disbursement, deposit mobilization, and cross-sell targets.
Plan and execute campaigns for new product launches, customer reactivation, and upselling.
Set clear performance targets (KPIs) and monitor team productivity daily, weekly, and monthly.
Ensure compliance with regulatory and company standards in all customer interactions.

Team Management.

Recruit, train, coach, and mentor telesales agents to deliver outstanding results.
Set monthly/quarterly/annual telesales targets (volume, value, conversion rate) for the telesales team.
Design and implement scripted calls, call flows, tele-campaigns for inbound/outbound calls, follow-up calls, lead nurturing.
Conduct regular performance reviews and provide ongoing feedback.
Create a high-energy, positive sales culture that fosters teamwork and accountability.
Implement incentive and recognition programs to motivate staff.
organize staffing, including shift patterns and the number of staff required to meet the set targets
Take ownership of the entire sales cycle, from working with leads to successful loan issuance within your team.
Analyse call centre/telesales reports and metrics; identify performance gaps; implement improvement plans.
Monitor performance through KPIs: number of calls, leads generated, conversion rate, average loan size, repayment performance, attrition, customer satisfaction.

Operations & Execution.

Oversee day-to-day telesales operations, including call management, lead assignment, and conversion tracking.
Work with the data and marketing teams to segment customer databases and optimize lead generation.
Maintain data integrity in the CRM or telesales system; ensure accurate tracking of leads, prospects, deals, follow-ups and outcomes.
Analyze call data and sales reports to identify trends, challenges, and improvement areas.
Develop and execute the telesales strategy aligned with the company’s microfinance goals (loan book growth, customer acquisition, retention, cross-sell).
Prepare monthly bonuses reports for the team members based on their target achievements.
Collaborate with marketing, product, credit/risk, operations and IT teams to ensure seamless process from lead generation, credit assessment, disbursement, to customer service.

Customer Experience & Quality Assurance.

Ensure that all customer interactions adhere to company quality and service standards.
Ensure customer service quality: escalation of complex/unhappy customer calls, ensure resolution and feedback loop.
Work with the credit and operations teams to improve loan processing turnaround time.

Reporting & Analysis.

Prepare periodic management reports, dashboards, insights & recommendations for senior leadership.
Track KPIs such as conversion rates, call quality, customer satisfaction, and revenue per agent.
Provide actionable insights to senior management on market trends and customer behavior.
Stay updated on market trends in microfinance, competition, customer behaviour and tele-sales effectiveness.

Qualifications and Requirements:

Bachelor’s degree in Business, Sales and Marketing, Finance or related field (or equivalent experience).
Minimum 5 years’ experience in telesales, with at least 2 years in a supervisory or managerial role, preferably within microfinance, banking, fintech, or telecom or banking.
Experience managing a telesales team and delivering against targets.
Strong knowledge of credit/loan products, customer acquisition, microfinance operations is a plus.
Excellent leadership, coaching and people-management skills.
Strong analytical skills, comfortable with metrics, dashboards, reporting.
Excellent communication (verbal and written) and interpersonal skills.
Good ICT literacy – CRM systems, MS Excel, tele-phony systems.
Knowledge of the Kenyan microfinance regulatory environment, KYC, AML, responsible lending preferred.
Ability to work in a dynamic, fast-paced environment, handle pressure and meet deadlines.
Integiity, high ethical standards and customer-centric mindset.

Core Competencies:

Key Performance Indicators (KPIs):

Number of qualified leads generated via telesales.
Conversion rate of calls to applications or disbursements.
Growth of loan portfolio (value and number) sourced through telesales.
Average loan size, client retention/renewal rate.
Cost per acquisition (CPA) of new customers via telesales.
Compliance metrics: % of KYC completed, % of applications rejected for non-compliance, number of customer complaints handled/resolved.
Team performance: calls per agent, average handle time, queue or wait times, agent attrition/turnover.
Customer satisfaction / net-promoter score (for telesales channel).

How to Apply

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