WPS Relations/ Retention Executive

Job Description Roles & Responsibilities Retaining the existing WPS clients Retaining the revenue from them Growing the existing WPS portfolio Cross selling and pitching other services offered by Lulu Maintaining and strengthening long term relationships with the existing clients Making sure that they are actively doing business with us Resolving all customer issues relating to the WPS operations Improving overall customer experience Carrying out promotional activities Lulu Money App Educating the customers on procedural changes Achieving the overall monthly revenue target Taking regular feedbacks from the customers Achieving the monthly Salary Card targets On-time salary processing On time MPN generation Time taken to resolve customer escalations <1 day Making daily 50 outgoing calls Providing My Pay Portal training monthly (10) Time taken to resolve customer complaints < 4 hours Achieve increase in overall customer acquisition YoY Building long term relations with existing WPS customers Reactivating dormant clients Responding to all calls received from the customer Managing accounts and meet or exceed targets relating to customer retention, revenue growth, activities, profit margin, mix of products and services, sales, and customer acquisition Engaging with customers for expanding the scope of engagement Adhering to all quality standards and processes for customer acquisition, opportunities and submission of tender and contract documents Providing regular feedback to reporting manager about marketplace and competitor activity Developing effective working relationships with customers through regular phone calls and emails Identifying and obtaining further sales and business development opportunities Working with group marketing to develop marketing campaigns to support sales strategy Generating new business and raising awareness of other company products Responding professionally to Requests for Information (RFIs) and Requests for Proposals (RFPs) Working closely with Marketing to identify appropriate go to market messaging for specific business sectors Expanding current prospect database within specified business sectors to generate effective leads and exceed sales targets Coordinating work activities between WPS executives and customers as required Submitting reports as necessary Generating Salary Info File (MPN) to enable customers to make timely payment Assisting customers in making salary files Managing salary related escalations and resolving within maximum turn-around-time (<1 day) Attending to customers and resolving complaints and grievances immediately Checking and resolving rate issues and WPS complaints related to Lulu Branches’ staff Desired Candidate Profile Communication skills Negotiation skills Multilingual ability Ability to manage stressful situations Business development skills Flexibility Customer orientation Team player Ability to handle pressure Diplomacy Understanding of WPS as a function Good oral and written communication skills Organizational skills Employment Type Full Time Company Industry BankingFinancial ServicesBroking Department / Functional Area SalesBusiness Development Keywords WPSCustomer RetentionSalesRevenue GrowthClient RelationsCross SellingPromotional ActivitiesLulu Money AppMPN GenerationCustomer EscalationsCustomer AcquisitionRFIRFPSales TargetsCustomer SupportTrainingComplaint Resolution Get real-time job updates only on our App