Sales Support and Completion Team Head

Responsibilities

Sales Leads Completion

• Oversee the performance, governance and daily operations of the third-party Service Provider handling completion call-outs.
• Ensure SP adherence to BDO Standards, scripts and compliance requirements under the Data Privacy Act and internal guidelines.
• Monitor SLAs, accuracy and turnaround time (TAT) of completed applications, resolving issues in coordination with Sales and relevant stakeholders.

Quality Assurance Direction

• Review QA policies, monitoring frameworks and scorecards.
• Oversee calibration activities with QA Officers, BDO Quality Review and service provider QA teams.

MIS and Reporting

• Oversee preparation, validation and consolidation of MIS reports covering SP performance, call quality and compliance metrics.
• Ensure accuracy and timeliness of data submissions and dashboards used for performance and risk monitoring.