Head of Central Sales

SUMMARY:
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POSITION INFO:

Overview

Our client in the Financial Services industry is seeking a Head of Central Sales to join their team. The successful incumbent will be responsible for designing, building, and leading a new centralized sales capability. The role will establish the operating model, systems, talent, performance architecture, and processes required to convert leads originating from multiple sources, including employer partnerships, market runners, QR-code activation campaigns, merchant social platforms, and digital marketing, into completed, high-quality applications.

Minimum Requirements

• Grade 12 / Matric
• 8+ years’ experience in leading centralized sales operations, preferably in financial services, fintech, telecoms, or similar high-volume customer acquisition environments.
• Proven experience in building a sales function from scratch or leading a major sales transformation.
• Deep understanding of telesales operations (workforce planning, dialler management, productivity levers, QA, training).
• Strong exposure to digital sales, customer-journey design, and CRM/lead-management systems.
• Experience with incentive structures and performance-based remuneration.
• Experience in consumer credit, lending, or regulated environments (advantageous)

Job Responsibilities

Build and Lead the Central Sales Function

• Design and implement the central sales operating model from inception.
• Recruit, structure, and develop the sales team (telesales and, over time, digital-sales roles).
• Establish clear sales processes, scripts, quality standards, and customer-experience protocols.

Lead Conversion of Inbound and Channel-Generated Leads

• Oversee the conversion funnel for leads sourced through: Employer engagement channels, Market runners, and QR-code solicitation, Merchant Facebook and digital platforms
• Ensure the system links each customer application to the originating channel for accurate attribution and reporting.

Customer Support Through the Application Journey

• Oversee the process through which sales agents assist customers to: Complete the application form, Upload/submit supporting documents and Navigate affordability and compliance requirements
• Ensure a smooth handover to credit and operations where required.

Sales Technology, Systems, and Processes

• Define and specify system requirements for lead management, CRM, dialler/telesales platforms, digital onboarding, scorecards, and workflow tools.
• Collaborate with IT, product, and operations to implement relevant systems and integrations.
• Drive continuous improvement based on data insights and customer behaviour.

Performance Management and Remuneration

• Establish KPIs, conversion metrics, pipeline reporting, and quality standards for the team.
• Design sales incentives and performance-linked remuneration structures aligned with company principles.
• Monitor productivity and conversion performance to improve throughput and cost efficiency.

Strategic Evolution of the Channel

• Develop a roadmap to transition from a telesales-heavy operating model toward a more digital-first, self-service, and automated customer journey.
• Introduce tools such as digital document capture, chatbot/AI-assisted application support, and automated nudges to increase conversion.

Cross-Functional Leadership

• Work closely with Product, Credit, Marketing, Digital, Operations, and Analytics to ensure alignment of acquisition strategy with business goals.
• Represent Central Sales at leadership forums and contribute to the company’s strategic growth agenda.

Key Competencies / Skills

• Strategic thinking and commercial acumen
• Strong execution capability, build systems, processes, and teams
• Leadership and people development
• Customer journey design and optimisation
• Data-driven decision making
• Stakeholder influence and cross-functional collaboration
• High learning agility and comfort with building new capability

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