Team Leader – Retail Banking Fulfillment

About the role

The Team Leader will drive the performance of the Retail Banking Fulfillment team, ensuring sales lead targets are met while maintaining high quality standards. The role combines operational oversight, coaching, and strategic planning to optimise telesales efficiency within Mashreq’s Retail Banking Group.

Key responsibilities

• Deliver sales lead targets and keep unqualified leads below 3%.
• Conduct short‑term workshops to set goals, game plans and identify dominant buying motives.
• Build value propositions, examine obstacles and refine sales tactics to achieve winning strategies.
• Liaise with the Sales Approach Development Manager and CKBM to secure appropriate calling programs and lists.
• Schedule projects, plan capacity and ensure consistent sales conversion levels.
• Generate competitive knowledge and establish benchmark standards for the team.
• Measure and improve cost efficiency of telesales through optimal resource utilisation.
• Recommend and implement technology solutions to automate processes and boost agent productivity.
• Design performance metrics, monitor calls, coach agents and provide feedback.
• Recruit, train, certify and deploy telesales agents, including script design for product presentations.
• Oversee shift planning, break scheduling and leave management to maintain smooth operations.
• Conduct performance appraisals and MBO reviews for the team.