Director/AD - Lending TeleSales Strategy

Are you passionate about solving roadblocks & challenges faced by MSMEs in India? MSMEs contribute significantly to India’s total GDP. 90% of India’s ~$1 Trillion Retail Market is controlled by Micro, Small & Medium Enterprises (MSMEs). Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country. We at Khatabook, have a vision to empower MSMEs and help them increase their incomes. We have built a product that brings efficiency in MSME operations by providing them easy to use tools to manage their receivables, inventory and billing which creates transparency in their cash flow. Within the Khatabook platform, we have also enabled the facility to take loans for their short term working capital needs for select Khatabook users that are displaying good credit behavior. Our app has been downloaded over 100 Million times with a monthly active user base of 8 Million+ which are adding 220 Million+ transactions with a transaction value of $18 Billion. Why work with us? People are our biggest asset! At Khatabook, every one of us is a dynamic superstar. We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground. We’re a strong team that looks out for each other. Your role We, at Khatabook, are looking for the intersection of lending strategy, sales productivity, customer engagement, analytics, technology, and business growth . The charter is not just to manage a calling team, but to build a high-performing and scalable TeleSales engine. The role will be responsible for defining the strategy, operating model, and growth levers for Lending TeleSales, while continuously improving productivity, conversion, customer experience, and business economics. 1. Calling & Funnel Strategy Define and optimise the end-to-end calling strategy across lead generation, qualification, login, approval, and disbursement. 2. Customer Segmentation Build data-driven customer and lead prioritisation frameworks using merchant behaviour, lending propensity, eligibility, transaction activity, and other customer signals. 3. Productivity & Operating Model Build frameworks for capacity planning, lead allocation, agent productivity, incentives, performance management, and organisational scaling. 4. Technology & Analytics Leverage CRM, dialers, analytics, AI, automation, and data science to improve contactability, conversion, productivity, and customer experience. 5. Business Economics Drive sustainable growth by improving conversion, disbursement productivity, cost efficiency, and overall TeleSales unit economics. What would you do at Khatabook? Define and execute the strategy for Khatabook’s Lending TeleSales business & Own the TeleSales funnel and continuously improve lead-to-disbursement conversion Develop customer segmentation, lead prioritisation, calling frequency, and campaign strategies Identify and eliminate funnel leakages across contact, qualification, login, approval, and disbursement Build productivity, capacity planning, incentive, and performance management frameworks Drive experimentation across scripts, pitches, campaigns, calling journeys, and customer cohorts Partner with Data Science and Analytics teams to build propensity and prioritisation models Drive adoption of CRM, dialers, call intelligence, AI, and automation to improve efficiency Improve productivity and optimise TeleSales cost economics Work closely with Product, Credit, Risk, Collections, Operations, Marketing, and Lending Partner teams Build strong dashboards, governance, and performance management mechanisms Identify opportunities to improve repeat borrowing, cross-sell, and merchant lifetime value Build the leadership and organisational structure required to scale the function Establish a culture of data-driven decision making, experimentation, ownership, and execution What are we looking for 7–15 years of experience in fintech, lending, NBFCs, banking, consumer finance, payments, or large-scale inside sales Proven experience building, scaling, or transforming TeleSales / Inside Sales / Contact Centre-led businesses Strong understanding of lending funnels, sales conversion, customer segmentation, and distribution economics Experience managing businesses through significant growth and organisational scale Strong analytical and problem-solving mindset with the ability to translate data into business outcomes Experience with CRM, dialers, analytics, automation, and technology-led sales transformation Strong understanding of productivity, incentive, capacity planning, and performance management Ability to work closely with Product, Data, Technology, Risk, Credit, and Operations teams Strong strategic thinking combined with hands-on execution capability High ownership, bias for action, and comfort operating in ambiguous environments Education MBA / PGDM from a leading business school preferred IIT / IIM background preferred Strong academic track record and analytical orientation Preferred Background Candidates from fintechs, NBFCs, banks, consumer lending, credit cards, payments, or large-scale consumer/inside-sales businesses will be preferred. Prior experience in a startup or high-growth environment will be a strong advantage. Experience as a founder, co-founder, founding team member, or having directly built a business/function from an early stage will be particularly valued. Candidates who have demonstrated the ability to build, scale, transform, and drive measurable business outcomes will be particularly relevant. Why Join Khatabook Own the transformation of a large-scale lending TeleSales engine Drive a high-impact charter directly influencing lending growth and monetisation Build a technology- and analytics-driven assisted lending model at scale Work across lending, payments, merchant commerce, data, AI, product, and GTM strategy Opportunity to shape one of India’s largest merchant-focused financial ecosystems