Site Head

Role overview

The Site Head is accountable for managing relationships with external vendors that deliver call center sales services. The role is central to improving outsourced sales outcomes, keeping service quality high, and ensuring that vendor teams operate in line with company expectations. This position also involves leading the team, resolving concerns, and making sure all activities follow company policy and the ABC Code of Conduct.

Organizational background

ABC Digital was set up in 2023 as a wholly owned subsidiary of Aditya Birla Capital to distribute Aditya Birla Capital products and provide customer services, including web-based services, e-commerce, payments, and related activities.

The company is building an omni-channel D2C platform through website and app to acquire and serve customers smoothly. It has also expanded into virtual engagement management through inbound and outbound calling, and is cross-selling ABCL products to walk-in branch customers. ABC Digital works closely with ABCL subsidiaries to create a personalized, seamless omni-channel experience for new and existing customers by strengthening talent, technology, marketing, and data/analytics capabilities.

Role challenges

• Maintaining steady sales output and team productivity while achieving product targets and portfolio growth.
• Handling escalations from relationship managers and judging whether they are equipped to manage complex customer interactions.
• Working with internal teams to secure business approvals and resolve credit, underwriting, and other operational dependencies.

Key responsibilities

• Build and sustain strong working relationships with external vendors and serve as the primary point of contact for vendor matters.
• Partner with vendors to align on sales goals, targets, and performance measures.
• Run regular vendor reviews and communication cycles to ensure SLA adherence and contractual compliance.
• Resolve vendor issues, disputes, and conflicts in a professional and timely manner.
• Monitor, analyze, and report on KPIs such as conversion, call quality, customer satisfaction, and revenue achievement.
• Prepare periodic dashboards and performance summaries, highlighting trends and improvement opportunities.
• Investigate root causes behind performance gaps and drive corrective actions and process improvements.
• Share actionable feedback with vendors to help improve outcomes and execution quality.
• Ensure sales processes, scripts, and compliance standards are consistently followed by vendors.
• Carry out quality checks and audits on vendor activity, including call reviews, sales transactions, and regulatory compliance.
• Design and roll out training initiatives to strengthen product knowledge, selling skills, and overall performance.
• Keep current with industry practices and evolving trends in call center sales operations.
• Coordinate closely with sales, marketing, and customer service stakeholders to align plans and improve vendor performance.
• Contribute subject-matter expertise to cross-functional initiatives and process enhancement efforts.
• Maintain clear and effective communication channels between internal teams and vendor partners.

Compliance and conduct

All work must remain aligned to company policies, the ABC Code of Conduct, and relevant regulatory requirements.

Additional information

Location: Maharashtra, India