Cluster Manager – DSA

About the Role

We are looking for a highly skilled and motivated Cluster manager to lead our Direct Sales Agent (DSA) channel focused on unsecured loans within our fintech company. As the Cluster manager, you will be responsible for developing and executing the channel’s strategy, driving business growth, and managing relationships with our DSA partners. 

Key Performance Indicators  (this might not be exhaustive, but gives an indication of expected deliverables)

• Driving logins and disbursements through empaneled channel partners

• Regularly training the team to achieve KPIs 

• Adhering to policy guidelines while sourcing files through RMs

• Optimizing pricing and cross sell opportunities

• Ensuring no delinquency in early buckets

• Ensuring RMs are meeting clients pre and post disbursal and going on joint visits on sample basis

• Striving to achieve channel level KPIs

• Reducing TAT for login and disbursal

Some high level things you would own but not limited to:

• You will develop and implement channel service strategies aligned with the company’s goals and objectives. Identify opportunities to enhance customer experience, streamline processes, and drive efficiency across all channels – Channel Service Strategy

• You will define and enforce service standards to deliver a consistent and seamless customer experience across different channels. Monitor customer feedback, conduct surveys, and analyze data to identify areas for improvement and drive customer satisfaction – Customer Experience Management

• You will lead a team of channel service professionals, including managers and frontline staff. Provide guidance, coaching, and support to ensure team members have the necessary skills and knowledge to deliver exceptional service – Team Leadership

• You will collaborate with internal stakeholders, such as product managers, IT teams, marketing, and operations, to align channel service strategies with overall business objectives. Drive the integration of customer feedback into product and service enhancements – Cross-functional Collaboration

• You will establish key performance indicators (KPIs) and metrics to measure the effectiveness of channel service initiatives. Regularly monitor performance, analyze trends, and generate reports to identify opportunities for improvement – Performance Monitoring and Reporting

What you would possess already:

• Bachelor’s degree in business, finance, or a related field. A master’s degree is a plus.

• Proven experience (7 years) in channel service management, preferably within the fintech or financial services industry.

• Strong understanding of customer experience principles and best practices.

• Excellent leadership and team management skills, with the ability to motivate and inspire others.

• Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.

• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

• Knowledge of fintech products, services, and industry trends.

• Familiarity with regulatory requirements and compliance standards in the financial sector.

• Proficiency in using customer service software, CRM systems, and other relevant tools.