Roles & Responsibilities • Drive credit card sourcing through assigned teams and ensure monthly sales targets are achieved. • Lead business development activities, expanding sourcing channels and strengthening partner relationships. • Manage team productivity, discipline, and engagement to ensure high‑quality output. • Identify process gaps in card sourcing and recommend improvements to increase conversion and efficiency. • Ensure strict adherence to bank policies, compliance requirements, and quality standards. • Conduct regular call monitoring, coaching, and performance reviews for team members. • Maintain team‑wise and agent‑wise performance tracking and monthly dashboards. • Ensure all mandatory trainings are completed on time and team capabilities are continuously upgraded. • Oversee end‑to‑end hiring to ensure the team remains adequately staffed; manage attrition effectively. • Ensure timely incentive processing and resolve any payout‑related issues proactively. • Reduce customer complaints through quality checks, audits, and root‑cause analysis. • Drive corrective actions based on feedback sessions, escalations, and call audits. • Collaborate with HR on onboarding, retention, and development plans for the team. • Conduct one‑on‑one coaching and development sessions for continuous improvement.