Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.
Job Overview:
The Sales Operations & Excellence function has been identified as a critical one for the organization in our transformation journey. This team is responsible for planning and managing programs and defining recommended process improvements to streamline and report on all metrics. The role holder will be accountable for enabling success of renewal and business development planning. The ideal candidate earns trust through performance and relationship building, thinks analytically about business challenges, has experience in program management and has an analytic background to assist FSL sales organization in delivering results. He/she will collaborate on sales goal strategy, implement new reporting solutions, identify risks, and deliver against high operational standards.
Key Roles and Responsibilities:
Core Areas:
- Driven by data & business intelligence, the incumbent’s deliverables include detailed analytics models, custom performance analysis, salesforce standardisation and insights on pipeline
- Incumbent will drive data capture, analyses and intelligence in a systematic manner that enables business growth
Roles & Responsibilities:
- Lead ongoing analysis of business performance to support strategy and sales planning Manage sales operations programs across multiple Business Units and stakeholders.
- Drive global standardization of program delivery practices, businesses processes, and reporting.
- Work directly with stakeholders and Finance to orchestrate metrics, key performance indicators and decision criteria.
- Utilize tools including, like Salesforce and Excel, to create dashboards and insights from data.
- Set-up the framework and effectively analyzing data and feedback for insights
- Manage delivery of sales modelling and analytics that contribute to sales budget planning process, quota build, and territory alignment
- Engages with Sales teams to accelerate deals, share operational practices and improve overall pipeline health
- Develop improved sales forecasting to provide executive team with pipeline insights by business lines, industry verticals and segments
- Design and interpret key sales performance metrics. Deliver insights & recommendations to enhance performance tracking
- Collect market intel towards better sales goalsetting using professional networks
- Have good understanding of Salesforce CRM including metadata management, data quality and integrity, reports and dashboards, automation of business processes through workflow rules
Key Performance Indicators:
- Salesforce standardisation
- Sharpened and informed sales goal setting and performance assessments
- Responsible for health of sales pipeline
- Continuous improvement in CRM tools, operational processes and relevant metrics in lifecycle of business development, sales and revenue realisation
Reporting Structure:
- The role will report to the Lead of Sales Operations
- Collaborate and work closely with the following stakeholders and teams – All directs of the Business Heads, Business Transformation team, Sales & CRM leads, Operations support team and Finance
- The position will be in Individual contributor
Qualification & Experience (Critical and Desirable)
Know How (Critical and Desirable)
Experience
• 3-7 years’ experience in IT/ITeS industry with at least 3 years’ in Operations/sales operations
• Proven experience in driving Sales Operations a multi-geography medium to large-d organization (Preferable experience in BFSI, T&M and HC domains)
• Have worked in BPM or IT services with familiarity with go-to-market strategies
• Experience of working with internal stakeholders to shape, develop and execute analytical forecasting, reporting and review in areas of sales operations, analytics, sales incentives
Know-how
Critical
- Graduate in commerce, Statistics, Economics or Business Management
- Experience of using Salesforce, and integrating different tenants of Salesforce
- Expert user of MS office
Desirable:
• MBA in General Management, Sales & Marketing, Strategy or Finance
• Knowledge of power BI, Tableau and similar advance analytical tools
Personal Attributes/Traits
Competencies
- Decisive and action oriented
Qualifications
Experience
• 3-7 years’ experience in IT/ITeS industry with at least 3 years’ in Operations/sales operations
• Proven experience in driving Sales Operations a multi-geography medium to large-d organization (Preferable experience in BFSI, T&M and HC domains)
• Have worked in BPM or IT services with familiarity with go-to-market strategies
• Experience of working with internal stakeholders to shape, develop and execute analytical forecasting, reporting and review in areas of sales operations, analytics, sales incentives
Know-how
Critical
- Graduate in commerce, Statistics, Economics or Business Management
- Experience of using Salesforce, and integrating different tenants of Salesforce
- Expert user of MS office
Desirable:
• MBA in General Management, Sales & Marketing, Strategy or Finance
• Knowledge of power BI, Tableau and similar advance analytical tools
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