Drive continuous improvements in customer service workflows and operational processes to enhance service quality and customer satisfaction.
Manage a portfolio of key accounts and export customers, ensuring excellent day-to-day account support.
Coordinate the complete order fulfilment process, including preparing quotations, processing sales orders, delivery orders, and invoices with accuracy and efficiency.
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Pipeline Management & Lead Generation: Oversee the entire merchant acquisition pipeline from lead generation, lead conversion, merchant pitching, to activation. Ensure smooth workflows, track pipeline metrics, and optimize for maximum ROI and sales effectiveness.
Sales Growth and Operational Excellence: Collaborate closely with the Business Development team and other supporting functions to drive operational excellence in sales operations, identify areas for improvement on operating procedure simplification, streamlining, and standardization
Cross Team Collaborations: Enable structured and effective process framework to continuously engage with our merchants, business development representatives and other internal departments to streamline cross-functional workflows impacting merchant acquisition journeys, sales productivity and business targets
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Own and continuously evolve a proprietary library of customer archetypes designed specifically for the FA channel.
Develop meaningful personas across different life stages, wealth profiles, financial mindsets, protection needs and investment behaviours — moving beyond demographics into:
Customer motivations, aspirations and anxieties
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Manage all matters pertaining to agency sales and recruitment performance, while also driving business development initiatives for the agency force and overseeing the operations of 28 branches.
Oversee branch operations to ensure efficiency and strict adherence to all established processes, rules and guidelines.
Analyze reports on agency sales, productivity and recruitment, and provide strategic recommendations to enhance overall performance.
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