Job Description

MashreqBank

1

Job Title

Team Leader - CCPL

Department

CCPL

Direct Supervisor

Sales Manager

Job Number

2

Job Purpose

• To manage the team of Sales Agents and ensure that all sales activities are directed to meeting sales targets.

• To develop and implement sales strategies and objectives as well as set challenging sales target and ensure that these targets are achieved.

• To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as human resources.

3

Dimensions

Operating Budget

Number of Staff

12

Capital Exp. Budget

Other

4

Key Result Areas

Key Responsibilities:

• Achieve Sales Targets: Deliver monthly credit card acquisition and balance-building goals through direct sales channels.
• Lead Management: Ensure effective utilization of leads, monitor allocation, and implement customer engagement strategies.
• Drive Productivity: Set clear performance goals for the team, track daily activity, and monitor conversion rates.
• Sales Effectiveness: Develop impactful sales pitches and objection-handling techniques to maximize customer acquisition.
• Team Coaching: Mentor and motivate the sales team, providing structured feedback and support to improve performance.
• Compliance & Quality: Ensure all sales activities adhere to regulatory and compliance standards while maintaining high service quality.
• Performance Analysis: Review sales reports and KPIs to identify gaps, opportunities, and areas for improvement.
• Recruitment & Training: Hire, train, and certify direct sales agents, building a high-performing team with low attrition.
• Collaboration: Work closely with Sales Strategy and Product teams to align field activities with business objectives.
• Continuous Improvement: Adapt sales strategies based on market trends, customer insights, and competitive positioning.

5Operating Environment, Framework and Boundaries, Working Relationships

• Operate in a call center environment.

• Works within organizational policies, regulatory guidelines, and risk/compliance boundaries.

• Collaborate with Sales Development, Product, Compliance, Training, and MIS/Reporting teams for campaign design, performance reviews, and process improvement

6

Problem Solving

• Recommendations to management for process improvement through root cause analysis of problems and recommendations for product / process / procedural changes.

• Real-time crisis management, ownership and problem resolution.

• Resolve working issues within the team as well as between tsales and other units.

• Resolve customer related issues.

7

Decision Making Authority & Responsibility

• Responsible for making decisions on sales strategy, processes and training requirements for team members.

• Conducting appraisal performance / MBO reviews for the team.

• Position quota decisions on lead generation and adjustments to accommodate employee illness, vacation and holidays.

• Required to make decisions on work shifts, break scheduling and leave applications.

• Required to make decisions on any matters relating to improving leads generation and customer satisfaction.

8

Knowledge, Skills and Experience

• University Graduate.

• Excellent people management skills.

• 3-5 years experience in similar work environment in supervisory position (at least 3 years in managing people).

• Preferably has a practical marketing background.

• Has strong Sales and customer focus and ability to think creatively and work under pressure.

• Excellent presentation skills.

• Good team player with result driven attitude.

• Business sensitive.

• Has analytical and computer skills.

• Adaptable and versatile.

Job Holder

Date

Line Manager

Date

Approved By

Date