Segment Manager –Alternate Channel

Business Vertical: Wealth
Department: Tata Capital Wealth
Designation: Segment Manager – Alternative Channel
Line of Business: Central Segment Team
Reporting To: Head – Segments, New Initiatives & Alternative Channel

Why This Role Matters:

Join Tata Capital Wealth as a Segment Manager – Alternate Channel, where you’ll take charge of two crucial growth engines: Telecalling and Client Experience. This is a high-impact role that combines strategy, people leadership, and operations to drive revenue, elevate service quality, and build a scalable telesales channel that enhances client engagement across our wealth business.

What You’ll Do:

• Lead Telecalling Operations: Own the P&L, streamline workflows, and deliver business results through high-performing call center and in-house teams.
• Drive Client Experience Excellence: Champion customer satisfaction across touchpoints by designing service frameworks and leveraging feedback.
• Build and Grow Teams: Train, mentor, and lead passionate teams, while fostering a culture of performance and accountability.
• Achieve Business Targets: Turn strategy into action, meeting and exceeding sales, conversion, and service KPIs through data-driven decisions.

What We’re Looking For:

• Education: Graduate/Postgraduate in any discipline. MBA in Finance or Marketing is a strong plus.
• Experience: At least 7 years in telecalling, telesales, or client experience roles, preferably in financial services or fast-paced B2C environments.
• Added Advantage: Proven experience in setting up new teams or processes.

Skills That Set You Apart:

• Expertise in MS Excel, PowerPoint, and data analysis for performance tracking and reporting.
• Strong leadership, communication, and stakeholder management skills.
• Deep understanding of call center operations, team dynamics, and customer interaction strategies.
• A blend of strategic thinking and hands-on problem-solving.