- Own and manage the post-onboarding fulfilment funnel from account initiation to physical signature and activation.
- Expand the network of activation points (POPs) in line with customer demand and strategic coverage.
- Design and execute targeted campaigns to drive fulfilment completion.
- Analyze drop-offs in the fulfilment funnel and take action to address bottlenecks and delays.
- Optimize the process flow for fulfilment agents to enhance efficiency and reduce turnaround time.
- Regularly report on fulfilment KPIs, daily performance vs targets, and campaign impact.
- Collaborate with operations, sales, and compliance to streamline fulfilment-related processes.
- Ensure fulfilment agents are well-trained, equipped, and motivated to perform.
- Use data to drive decisions around new location openings, resource allocation, and process improvements.
- Monitor customer feedback and field challenges to continuously improve the fulfilment experience
- Fulfilment conversion rate (from onboarded to activated customers)
- Number of accounts activated per week/month
- Impact of fulfilment campaigns on conversion rates
- Network coverage (geographical expansion and accessibility)
- Agent process efficiency and activation time reduction
- Daily/weekly progress vs activation targets
- 5–8 years in fulfilment operations, customer activation, or field service management (preferably in banking, telecom, or logistics)
- Proven track record of managing field teams and conversion-driven processes