Tele sales & Digital Support Manager

About the role

As the Tele sales & Digital Support Manager at NBC, you will lead the bank’s contact‑center and digital support operations, driving customer acquisition, sales conversion and the adoption of digital banking channels. You will be responsible for delivering service excellence while expanding the bank’s product portfolio.

Key responsibilities

• Develop and execute tele‑sales strategies to acquire new retail banking customers and meet monthly and annual sales targets.
• Manage outbound and inbound sales campaigns for loans, deposits, cards and digital products, monitoring conversion rates and identifying cross‑selling opportunities.
• Oversee customer support across mobile banking, internet banking, agency banking, ATMs, cards and USSD, ensuring prompt resolution of digital issues.
• Drive onboarding and activation of customers onto digital platforms, promoting migration from branch to self‑service channels.
• Implement operational procedures, scripts and workflow controls, using data analytics and dashboards to monitor performance.
• Lead, coach and develop the tele‑sales and digital support teams, setting clear objectives and conducting performance reviews.

Required profile

• Proven experience in managing contact‑center or tele‑sales operations, preferably in the banking sector.
• Strong analytical mindset with the ability to use data to improve productivity and customer experience.
• Excellent leadership and people‑development skills, capable of building high‑performing, customer‑centric teams.
• Good understanding of digital banking channels and the challenges of digital adoption.

Required skills