Sr. Lead - Contact Center Operations & CRM

Job description

**About Angel One:** Angel One is one of India's fastest growing fin-techs, on a bold mission to make investing simple, smart, and inclusive for every Indian. With over 3+ crore clients, were building at scale and building for impact. Our Super App helps clients manage their investments, trade seamlessly, and access financial tools tailored to their goals. We are working to build personalized financial journeys for our clients, powered by new-age tech, AI, Machine Learning and Data Science. We're a builder's company at heart. Youll have the space to experiment, the freedom to move with velocity, and the mandate to make bold, user-first decisions – every single day. The vibe? Think less hierarchy, more momentum. Everyone has a seat at the table and a shot to build something that lasts. Be part of a team that’s scaling sustainably, thinking big, and building for the next billion. **Why You'll Love Working at Angel One!** - **Tech Systems that run at Scale:** From AI to real-time data infra, you’ll work on tech that’s ahead of the curve and solve problems that truly matter. - **Build one of India’s Leading Fintech Platform:** We’re not just disrupting finance – we’re shaping how billion Indians access wealth. - **Own It. Drive It. Scale It:** You’ll have the freedom to lead, the resources to build, and the opportunity to leave your mark. - **Empowered Growth:** We invest in your growth and empower you to explore your full potential. - **Exceptional Benefits:** Our comprehensive benefits package includes health insurance, wellness programs, learning & development opportunities, and more. **Job Title:** Senior Lead – Contact Center Operations and CRM **Location:** Bengaluru **What you will do:** We are looking for a strategic & execution-focused leader to own end-to-end CRM and contact center infrastructure. The resource shall be responsible for funnel optimization, analytics & reporting, vendor management, and scalable outbound operations. He shall works closely with cross functional teams especially Product, Tech, and other stakeholders to improve onboarding, efficiency, and lead-to-conversion outcomes with strong revenue orientation and business acumen. **Key Responsibilities** **1)** **CRM Strategy & Governance** 1. Own end-to-end CRM architecture, workflows, automations, and integrations 2. Ensure CRM supports lifecycle management, segmentation, and CR goals 3. Drive system hygiene, data accuracy, and process standardization 4. Lead enhancements in CRM capabilities aligned with business objectives **2)** **Contact Center Infrastructure & Tooling** 1. Manage outbound tooling ecosystem (cloud telephony, dialers, Truecaller, lead distribution engines, etc.) 2. Optimize call routing, lead allocation logic, and productivity levers 3. Ensure uptime, vendor SLAs, and platform scalability **3)** **Funnel Optimization & Business Impact** 1. Partner with Product/Tech to optimize the onboarding funnel 2. Improve lead response time, contactability, conversion ratios, and cost per acquisition 3. Own funnel analytics across drop-offs, cohorts, and agent performance 4. Identify conversion leakage and design process interventions **4)** **Analytics & Reporting** 1. Deliver actionable insights on conversion, productivity, and cost metrics 2. Develop forecasting models and capacity planning logic 3. Drive data-backed decision making across contact center operations **5)** **Vendor Management** 1. Manage relationships with CRM, dialer, telephony, and enrichment vendors 2. Negotiate commercials and monitor cost efficiency 3. Track SLAs and ensure performance accountability 4. Evaluate and onboard new technology partners **6)** **Team Leadership** 1. Lead and mentor 12-20 member operations 2. Build strong ownership culture and outcome-driven mindset 3. Define KPIs aligned to business outcomes **Who you are:** - 10 - 15 years of experience in CRM, contact center operations, or revenue operations - Strong hands-on experience with platforms (LSQ/Salesforce, Confluence/Jira or similar) - Deep understanding of dialers, cloud telephony, and lead management systems - Demonstrated success in funnel optimization and conversion improvement - Strong analytics orientation; comfortable with data interpretation and business modelling - Proven ability to manage vendors and drive cost efficiency - Clear understanding of CAC, conversion economics, and revenue impact - Ability to translate operational improvements into business outcomes - Commercial mindset with ownership of ROI and efficiency metrics - Strong stakeholder management across Product, Tech, Growth & Sales **At Angel One, our thriving culture is rooted in Diversity, Equity, and Inclusion (DEI).** *As an Equal opportunity employer, we wholeheartedly welcome people from all backgrounds irrespective of caste, religion, gender, marital status, sexuality, disability, class or age to be part of our team.* *We believe that everyone's unique experiences and viewpoints make us stronger together.* *Come and be a part of #OneSpace\\*, where your individuality is celebrated and embraced.*