• Retaining the existing WPS clients
• Retaining the revenue from them
• Growing the existing WPS portfolio
• Cross selling and pitching other services offered by Lulu
• Maintaining and strengthening long term relationships with the existing clients
• Making sure that they are actively doing business with us
• Resolving all customer issues relating to the WPS operations
• Improving overall customer experience
• Carrying out promotional activities Lulu Money App
• Educating the customers on procedural changes
• Achieving the overall monthly revenue target
• Taking regular feedbacks from the customers
• Achieving the monthly Salary Card targets
• On-time salary processing
• On time MPN generation
• Time taken to resolve customer escalations <1 day
• Making daily 50 outgoing calls
• Providing My Pay Portal training monthly (10)
• Time taken to resolve customer complaints < 4 hours
• Achieve increase in overall customer acquisition YoY
• Building long term relations with existing WPS customers
• Reactivating dormant clients
• Responding to all calls received from the customer
• Managing accounts and meet or exceed targets relating to customer retention, revenue growth, activities, profit margin, mix of products and services, sales, and customer acquisition
• Engaging with customers for expanding the scope of engagement
• Adhering to all quality standards and processes for customer acquisition, opportunities and submission of tender and contract documents
• Providing regular feedback to reporting manager about marketplace and competitor activity
• Developing effective working relationships with customers through regular phone calls and emails
• Identifying and obtaining further sales and business development opportunities
• Working with group marketing to develop marketing campaigns to support sales strategy
• Generating new business and raising awareness of other company products
• Responding professionally to Requests for Information (RFIs) and Requests for Proposals (RFPs)
• Working closely with Marketing to identify appropriate go to market messaging for specific business sectors
• Expanding current prospect database within specified business sectors to generate effective leads and exceed sales targets
• Coordinating work activities between WPS executives and customers as required
• Submitting reports as necessary
• Generating Salary Info File (MPN) to enable customers to make timely payment
• Assisting customers in making salary files
• Managing salary related escalations and resolving within maximum turn-around-time (<1 day)
• Attending to customers and resolving complaints and grievances immediately
• Checking and resolving rate issues and WPS complaints related to Lulu Branches’ staff

Desired Candidate Profile

• Communication skills
• Negotiation skills
• Multilingual ability
• Ability to manage stressful situations
• Business development skills
• Flexibility
• Customer orientation
• Team player
• Ability to handle pressure
• Diplomacy
• Understanding of WPS as a function
• Good oral and written communication skills
• Organizational skills